Senior Manager - Customer Experience - HealthTech

About the Company:

- Profitable Health-Tech firm backed by a set of marquee investors.

- Over half a million customers covering 1000 cities in India.

Job Title: Senior Manager: Customer Experience

Reporting: VP Operations

Location: HO : New Delhi

Key areas of responsibility & requirement:

- Monitoring team performance, productivity, and service levels on an ongoing basis

- Design & implement process charts for customer support

- Own / Drive our vision for Customer Experience across Inbound and Outbound customer channels including social media

- Evolve processes for inspecting and sampling the customer interaction process at every stage from contact to resolution and follow-up

- Review team and business performance statistics, determine and document areas that may need improvement

- Track and review performance of the team on a consistent basis, conduct feedback sessions with team members

- Work with cross functional teams to drive continual improvement in people, technology, processes, and service. Establish and test new strategies to improve the customer service experience

- Consistent insights to help identify pain points, break points in customer experience and improve products & services

- Supervise the support budget and headcount to optimize spend for value and savings

- Train and build professional development plans for the customer facing team