- OYO has been at the forefront of innovation in the travel and living accommodation sector and is, today, India's largest network of branded hotels and living spaces. - We are India's largest hotel network spread across 230 cities with 8500+ hotels offering standardized and hassle-free stay experiences at an unmatched price. - The most advanced hospitality tech takes shape here. We introduced pioneering technology to the hospitality industry to deliver better and more efficient operations, management, service and CRM. Our app allows a user to book a room in just 3 taps, or within 5 seconds. - From a single hotel in May 2013 to over 8500+ hotels at present, ours has been an exciting journey. Our aim is to become the world's most loved hotel brand. Position Overview: - Play pivotal role in ideating, strategizing 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. Conceptualize and execute innovative means to leverage and improve CS (Customer Service) with the help of most advanced technological products in CS. 2. Lead the blueprint design of the product flow from customer to the service executive. Role requires a mix of business and product thinking to solve core CS problems. Must have prior startup experience preferably in early stage startups. 3. Lead the customer service vertical which includes customer grievances/concerns for a geography/across continent. 4. Own all the metrics for this vertical &amp; improve the same month over month to ensure OYO has the best customer experience leading to highest number of pacified customers. 5. Must have had a proven track record of successfully executing initiatives to reduce customer service costs and improve quality leveraging cutting edge technology. Must have solved most complex problems in the customer service industry. 6. Own all quality as well as cost metrics for the customer service including headcount and telecom costs 7. Spearhead initiatives and lead them from the front. Should be willing to get hands dirty/must have entrepreneurial spirit. 8. Set aggressive targets for oneself and the vertical and ensure delivery to meet them. Must have delivered technology based products/process in the past for the same. 9. Firm believer of continuous improvement and improve processes to achieve target. Must have an eye for details and be meticulous in nature. 10. Reporting to Head of Customer Service Required Skills and Experience : 1. Total work-experience of 4-7 years. Preferably in deploying technology based solutions to business/operational problems. An ideal candidate would be someone who's worked in early stage startups with business &amp; product exposure. 2. Preferably a candidate with Tier 1/Tier 2 college. Preference for an MBA but it's not a must. 3. Proven track record to work in a highly dynamic work environment 4. Understanding of customer service, technology and escalation management. Must be obsessed with customer happiness. 5. Strong stakeholder management skills.

Gurgaon/Gurugram

 OYO Rooms - Innovation Manager - Customer Service Excellence 

 OYO Rooms - Innovation Manager - Customer Service Excellence  ,Job Description for  OYO Rooms - Innovation Manager - Customer Service Excellence  in OYO International in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!

Job Description for  OYO Rooms - Innovation Manager - Customer Service Excellence  in OYO International in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!