Senior Manager - Customer Experience/SCM Design & Development Project - Internet/Online

- Experience of working in Customer Centric roles with experience of handling Customer Care Operations/Projects

- Improve Customer service experience, create engaged customers and facilitate organic growth-

- Identifying, designing and implementing sustainable and scalable improvements in existing processes-

- Conduct RCAs of customer issues and collaborate with operations and Supply Chain to solve for these issues-

- Engage with multiple stakeholders for improving customer experience

- Study different processes, drive standardization and eliminate non value added activities.-

- Define success metrics for projects, monitor project pilots and ascertain project success/failure.-

- Coordinating development of tech products with the product team in line with the process requirements

Education/Experience:-

- Bachelors / Master's Degree in any discipline

- 5 to 8 years of experience in Customer Experience Improvement-

- Excellent analytical & problem solving skills-

- Green belt and Black belt certifications preferred-

- Basic SQL Data Extraction skills-

- Well versed with functioning of CRM softwares-

- Good Project management experience-

- Ability to influence other teams and align them towards the common goals (ref:iimjobs.com)

Desired Skills and Experience

- Project Management, Customer Experience, Supply Chain, eCommerce, Process Excellence, Process Design, Customer Service, Blackbelt