Cleartrip - Manager - Process Improvement & Automation

Job Description :

Key role in CX automation team, that will identify automation opportunities and drive key projects to significantly impact Customer Experience, and CX metrics.

Problem solving, solutioning :

The candidate will work with Service operations and Analytics team to identify opportunities, evaluate impact for the CX automation roadmap. The candidate will need to have good process understanding/improvement, problem solving and analytical skills to meet requirements on her/his projects.

Execution :

The candidate will need to work with the Cleartrip Product team, and external CX platform partners (CRM, telephony, feedback, analytical tools) for solutioning and execution of projects. The candidate will need to be strong in project management, and co-ordination (activities across teams) to ensure execution within planned timelines.

Skills and capabilities :

(i) Understanding of key aspects of a typical product line: product, marketing, operations and finance

(ii) Strong analytical abilities : data driven to identify & evaluate automation opportunities

(iii) Strong process understanding & improvement skills

(iv) Project management skills to aid planning and execution

(v) Hands on experience/ exposure to implementation and customisation of ERPs / CRMs is a must. Exposure to telephony platforms/ experience of managing external tech vendors for support, and enhancements will be an advantage

(iv) People skills : Ability to interact across teams, manage expectations, get necessary support for execution

Education : Post Graduate in Commerce /B.E./ graduate from good institutes

Black belt will be preferred