Operations & Customer Experience Head  TaxiForSure is the marketplace to find taxis in India! Founded in June 2011 by NIT-K and IIM-A alumni Aprameya Radhakrishna and Raghunandan G and funded by Accel Partners, Blume Ventures, and Helion Ventures, we are a taxi aggregator aiming to be the country's first choice to book a taxi. We operate in the burgeoning but hitherto unorganized radio taxi industry, which has the potential both to impact our daily mode of travel as well as the livelihoods of thousands of operators and drivers. We aim to achieve this with the help of our strong team and a robust operational model. We wear our hearts on our sleeves, working hard to serve our customers and even harder to empower partnering operators and drivers.  Hiring for Operations & Customer Experience Head  Key Responsibilities:  - Create and lead the world class process implementation and improvement efforts  - Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.  - Ability to map business process to overall customer experience  - Diagnose customer experience issues and drive root cause corrective actions across different functions across locations to improve service levels  - Ensuring business metrics such as NPS (Net Promoter score which indicates service levels) etc are maintained as per standards   - Ensure Service Level Agreements (SLAs) for the cluster /processes are met. Identify causes for non-achievement of SLAs, develop action plans, implement changes and review  - Ensure process compliance with all business rules and regulatory directives, adherence to all operational processes and procedures   - Drive continuous improvement in the process   Key Skills & Experience:  - Total experience of 10 - 18 years with Customer Experience roles   - Experience in a technology/product company or e-commerce company is a plus. Should have lead Customer Service Delivery teams to create benchmarks on KPIs  - Proven experience in building and leading high performing teams in both direct-line and matrixed organization models  - Good understanding and developing of CSAT, CLM.  - Superior verbal and written communication skills   - Demonstrated strong listening and collaboration skills for uncovering and synthesizing requirements into an aligned plan with business and functional stakeholders  - Deep understanding of data-driven closed loop marketing process development, management and measurement  Qualification:  - MBA (if from a premier institute would be a plus point) OR Master in Operations, Marketing, Economics or related majors.  If you are interested please share your updated profile  Suraj Singh +919740516659 www.taxiforsure.com

Bangalore

TaxiForSure.com - Head - Operations & Customer Experience 

TaxiForSure.com - Head - Operations & Customer Experience  ,Job Description for TaxiForSure.com - Head - Operations & Customer Experience  in DMI in  Bangalore for (10-15) years of experience. Apply Now!

Job Description for TaxiForSure.com - Head - Operations & Customer Experience  in DMI in  Bangalore for (10-15) years of experience. Apply Now!