Atomberg Technologies - Manager - Customer Service Operations - Central Operations

We're Hiring: Manager - Customer Service Operations (Central operations)

Location: Vikhroli, Mumbai (HO)

As Manager - Customer Service Operations you will be responsible for driving structural initiatives for service quality improvement with leadership and field teams. This includes end to end ownership of the initiative including problem solving, analysis, process improvement and assistance in execution. Support leadership in activities related to supply/demand planning, revenue planning.

Key Responsibilities:

- Solve structural problems at a Central level to improve service quality

- Own analytical projects to solve for different types of problems

- Raise the bar for service delivery and set centralized processes for the service org

- Collaborate with cross-functional internal stakeholders in marketing, product and sales to execute critical central level projects

- Get your hands dirty in understanding how the business works, experience the last level of customer brand interaction wrt service and understand what will improve the benchmark on brand service.

- Develop and implement customer experience strategies aligned with overall business objectives

- Collaborate with cross-functional teams to resolve escalated customer issues efficiently

- Analyze customer feedback to identify trends and recommend actionable improvements

- Lead initiatives to enhance customer satisfaction and loyalty

- Monitor performance metrics and report on CX success to senior leadership

Industry - Internet/Ecommerce/D2C company/Startups/FMCD