Position Overview : Play pivotal role in ideating, strategising and executing world class customer service standards for all customers on OYO platform. Strong project management skills to drive cross functional projects with multiple stakeholders coupled with exceptional leadership skills. Ability to hustle and solve for critical customer escalations . Job Responsibilities : 1. Heading a 5-tier team of 50 members (with Senior Managers, Managers, Associate and Executives) to lead the customer service excellence of OYO 2. Devise the strategy for customer service to improve the quality of customer service and reduce the cost of operations to deliver Annual Operating Plan 3. Partner Ground Operations, VP Revenue, VP BD and VP Tech and sales channels to lead and execute the projects 4. Enhance end to end service experience for oyo customers across the journey to deliver customer service excellence 5. Design and execute projects based on VOC partnering cross-functionally with Ground Operations, Revenue and Technology 6. Design and execute technology driven interventions across the customer journey to build best in class tech solutions 7. Driving adoption and impact of the initiatives by working in close coordination with the Operations Heads on the ground 8. Manage call center operations team to bring quality and efficiency in the contact centers 9. Reporting to VP Operations 10. Leading projects independently to achieve targets in set timelines Required Experience : 1. Total work-experience of 8-10 years post completion of MBA from reputed Business Schools 2. Proven track record to work in a highly dynamic work environment 3. Strong stakeholder management skills

Gurgaon/Gurugram

OYO Rooms - Head - Customer Excellence 

OYO Rooms - Head - Customer Excellence  ,Job Description for OYO Rooms - Head - Customer Excellence  in OYO in  Gurgaon/Gurugram for (8-10) years of experience. Apply Now!

Job Description for OYO Rooms - Head - Customer Excellence  in OYO in  Gurgaon/Gurugram for (8-10) years of experience. Apply Now!