Role Overview

We are looking for a Senior Vice President - Customer Experience to lead and transform the end-to-end customer experience and claims operations across device protection and extended warranty businesses.

This role will own the complete post-sales journey - from claim initiation to resolution - with a strong mandate to deliver outcomes that are fast, fair, scalable, and cost-efficient.

Operating at the intersection of customer experience, operations, partner ecosystem management, and unit economics, this leader will directly influence customer trust, partner retention, and overall business profitability.

We are seeking a highly execution-oriented operator with deep expertise in managing large-scale, pan-India operations and a proven track record of driving CX transformation within high-growth B2B2C environments.

Key Responsibilities

Own End-to-End Claims & CX Operations

- Lead the complete claims lifecycle from FNOL (First Notice of Loss) to closure

- Ensure speed, accuracy, consistency, and customer-centric resolution across all touchpoints

Drive Operational Excellence at Scale

- Standardize and optimize operational workflows across high-volume environments

- Build a culture of continuous improvement, accountability, and execution excellence

Improve Core CX Metrics

Drive measurable improvements across:

- Turnaround Time (TAT)

- First-Time Resolution (FTR)

- Claim accuracy

- CSAT & NPS

- Use data-led insights to identify bottlenecks and enhance customer experience

Lead Cost & Efficiency Optimization

- Balance customer delight with strong unit economics

- Optimize claims payout, repair costs, operational overheads, and overall loss ratios

Strengthen the Partner Ecosystem

Manage and scale relationships with:

- Retailers

- OEMs

- Service centers

- Repair & logistics partners

- Establish strong SLA governance and performance management frameworks

Drive Technology & Automation Adoption

- Leverage technology, analytics, and automation to improve scalability and reduce manual effort

- Partner closely with product and tech teams to enhance operational efficiency and customer experience

Build & Lead High-Performance Teams

- Lead large, distributed teams across in-house and outsourced operations

- Foster a culture of ownership, agility, execution, and customer obsession

Success Metrics

- Best-in-class claims turnaround time (TAT)

- Improved first-time resolution and claim accuracy

- Sustained improvement in CSAT and NPS

- Reduction in cost per claim and loss ratios

- Strong partner SLAs, governance, and retention

What We're Looking For

Experience:

- 15+ years of experience in leading large-scale customer operations, service delivery, or claims ecosystems

Strong exposure to high-volume service environments such as:

- Fintech

- E-commerce / Quick Commerce

- Logistics

- Warranty, after-sales, or device service ecosystems

Functional Expertise

- Deep understanding of B2B2C operating models

Proven track record of:

- Managing large distributed teams (100+ scale)

- Driving CX transformation alongside cost optimization

- Handling complex multi-stakeholder partner ecosystems

Leadership Style

- Hands-on and execution-driven

- Strong analytical and data-led decision maker

- Comfortable operating in ambiguity and fast-scaling environments

- High ownership with strong operational rigor

Why This Role

- Opportunity to own one of the most critical levers of the business - customer trust and experience

- High visibility and direct collaboration with founders and leadership

- Chance to build a category-defining customer experience function within the AssureTech ecosystem

- A unique blend of strategy, execution, operations, and P&L ownership at scale