Senior Manager - Customer Service

Key Responsibilities:

- Lead and manage the Gurgaon Customer Experience site across voice, chat, email, and digital channels; ensure seamless and consistent service delivery at scale.

- Inspire, coach, and develop Customer Experience Managers, Team Leaders, and Associates to foster a high-performance and highly engaged site culture.

- Drive execution against key CE performance metrics including FCR, CSAT, NPS, AHT, Quality, and Productivity.

- Continuously monitor customer feedback and operational data to identify trends and drive targeted improvements.

- Lead cross-functional collaboration with Product, Sales, Operations, Technology, and other key partners to improve the end-to-end customer journey.

- Oversee site capacity planning, staffing, and resource optimization based on evolving business needs.

- Lead regular site performance reviews and present progress updates to senior leadership