Job Description : - Responsible for managing end-to-end Customer Experience including BAU operations and satisfaction mandate - Ownership of daily/weekly/monthly performance delivery of all teams. - Working with in-house and Partner teams to ensure all deliverables are met on various metrics like Quality, SLs, and efficiency related metrics. - Weekly/monthly performance reviews with CX Leadership and Partners. - Deeply understand customer pain, implement new processes and contribute to ongoing process improvements. - Managing customer satisfaction, NPS and escalations optimally and effectively. - Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to annual budgets. - Roll-out organizational goals/objectives with in-house and Partner teams and maintain strong relationships with Partner Leadership. - Work closely with various cross-functional teams that would include Product, Tech, Category, Finance teams, etc, to align on org and team objectives and socialize key ideas for customer experience improvements. - Bring in scalable, long term and global outside-in perspective while solving for buyer/seller issues, improving efficiency and reducing contacts. - Implement strong processes in all the Support Function teams that cater to CX Operations and other teams. - Graduate with strong Operations understanding, with a total of 15 years of experience, with 10-12 years of experience in operations management, with a diverse portfolio that combines Analytics and Technology related work. - MBA from a premier B school would be an plus - Strong ability to understand and incorporate tech solutions in everything we do - Strategic thinking and design thinking ability - Should have the aptitude to think and implement tech solutions - in both skill and experience - Strong detail orientation and ability to understand data, analyze, make inferences and recommend actions for improvement - Strong ability to multitask - Excellent people management and stakeholder management skills, with the ability to work with multiple cross-functional teams - Excellent verbal and written communication skills - Proficient in MS applications e.g. MS Word / Excel / Power point - Experience in managing outsourced partners

Bangalore

Head - Customer Experience - Online/eCommerce 

Head - Customer Experience - Online/eCommerce  ,Job Description for Head - Customer Experience - Online/eCommerce  in Walk In Solutions in  Bangalore for (5-12) years of experience. Apply Now!

Job Description for Head - Customer Experience - Online/eCommerce  in Walk In Solutions in  Bangalore for (5-12) years of experience. Apply Now!