Head - Customer & Driver Experience - Truck Aggregater Startup

Head of Customer Experience @ Truck aggregator startup company

About Company:

A company has a bold vision to fundamentally change the way goods are transported within Indian cities. Bringing organization and a technology product to such a disorganized sector is a hard problem. But at our company is here to tackle the harder problems - ones that can create real, substantial value. Challenging the status quo and solving problems that previously couldn't be solved is what keeps us up at night.

The company is currently building their early core team across product and business operations that will lead and guide their expansion in Chennai and the rest of India. This space in India has seen upwards of Rs. 150 crores in venture funding in just the past 6 months!

Headcount of Company: 50+

Inception: July 2015

Headquarters: Chennai

Designation: Head of Customer & Driver Experience

This is a cross functional role requiring a full understanding of all business functions. Head of CxDx will be responsible for improving and sustaining the experience of drivers and customers using the company platform. The candidate should develop and anchor cross-functional processes to manage customer and driver experience. He/she should be passionate and uncompromising about proving the best experience for customers and drivers who use the company.

1. 3+ years of experience in managing teams, minimum 6 years of overall experience

2. Experience in managing call center /customer support function or direct exposure to the same

3. Demonstrated experience of working in a multi-city environment across various levels in an organization,

4. Proven ability to negotiate and align objectives across functions towards desired outcomes for customers

5. Experience in the taxi sector or e-commerce sector or technology driven start-up is a plus

6. Needs to have an appreciation of how products affect customer experience

7. Strong analytical skills and ability to take data driven decisions towards process and product improvements

Deepika