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. Managing Call Center Operations 2. Heading a 5-tier team of 50 members (with Senior Managers, Managers, Associate and Executives) to lead the customer service excellence of OYO 3. Devise the strategy for customer service to improve the quality of customer service and reduce the cost of operations to deliver Annual Operating Plan 4. Partner Ground Operations, VP Revenue, VP BD and VP Tech and sales channels to lead and execute the projects 5. Creating the end to end project plan with the team and executing the same 6. Driving adoption and impact of the initiatives by working in close coordination with the Operations Heads on the ground. 7. Working with the product and technology teams to institutionalize the initiatives and create a sustainable impact. 8. Drive on-ground and digital campaigns on social media platforms 9. Guide the team on root-cause analysis, identify process gaps and process correction 10. Devise strategy to improve quality of customer service processes, gain cost advantage and drive innovation projects 11. Leading projects independently to achieve targets in set timelines Required Experience : 1. Total work-experience of 6-8 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 Experience 

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

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