Lead Control Tower - Startup

Position: Lead control tower

Brief description: proactive handling of operations and backend issues to ensure superior customer experience.

Scope:

- Manage a team of executives to run real time control towers for each business.

- Work closely with respective ops teams to ensure proactive issue resolutions

- Work closely with respective ops teams to establish right SOPs, adherence framework for customer facing issues

- Work with tech teams to clearly define and drive roadmap on control tower

- Own customer experience KPIs (delivered within %, contact ratios, TOA burn etc)

- Monitoring and ensuring customer experience in 3P play with food, cult, sports etc

Experience: 3-4 years of ops/customer experience/process excellence

This role will have both CT (control tower) and CE (customer experience) elements involved.