Director - Customer Experience

TL;DR: Own end-to-end customer experience for 10M+ users across 5 regional languages (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi). Build systems that reduce churn and increase delight - not just support tickets.

Location: Noida, STAGE HQ

Company: STAGE OTT

Reports to: CEO

The Mission

STAGE is an Entertainment Platform for India's Regional Cultures.

We exist to celebrate, represent, and elevate the stories, emotions, and identities that define India - across regions, communities, and cultural worlds that mainstream entertainment has historically underrepresented.

The Customer Experience function ensures that this promise is kept every single day.

We are looking for a Custodian of Experience - someone who owns how users feel, interact, trust, and stay on STAGE.

You will own the end-to-end Customer Experience, from first onboarding to subscription renewal, across all regional markets. Your mandate is to build an experience that is frictionless, human, culturally aware, and trustworthy - at scale.

What You Will Own (Non-Negotiable)

This role owns the quality of the user's experience, not just customer support.

You are the final authority on:

How STAGE listens to its users

How STAGE solves user problems

How STAGE designs and improves user journeys

What erodes trust - and what builds loyalty

The systemic fixes that reduce churn and increase delight

Your mandate spans Support + Insights + Experience Design + Retention Influence.

Key Responsibilities

1. Voice of Customer & Insights (Experience Intelligence Engine)

- Build STAGE's Voice of Customer (VoC) system - the single source of truth on what users love, hate, and struggle with.

- Analyse support tickets, churn patterns, NPS, CSAT, reviews, social sentiment, and behavioural data to identify root causes.

- Present a weekly CX Insights Deck to leadership with sharp, prioritised recommendations.

- Influence Product, Tech, Content, and Marketing roadmaps with CX insights.

- You are the internal advocate of the user, with authority to push for what truly matters.

2. Support Excellence (Reactive CX)

- Own all customer support channels (chat, email, WhatsApp, social escalations).

- Build strong SOPs, macros, training frameworks, and QA systems for consistent support quality.

- Reduce First Response Time (FRT), Resolution Time (TAT), and unnecessary escalations.

- Create structure, clarity, and empathy in every user interaction.

- Support is your foundation, not your function.

3. Experience Design & Journey Optimization (Proactive CX)

- CX is responsible for designing experiences that avoid issues before they occur.

Map and continuously improve the end-to-end user journeys:

- Onboarding

- Content discovery

- Subscription flows

- Payment flows

- Renewals

- Cross-region language journeys

- Identify friction points and partner with Product & Design to remove them.

- Build interventions that decrease drop-offs and increase activation.

Your job is to remove cognitive load and confusion from STAGE's user experience.

4. Retention & Trust Building (Outcome CX)

- Understand why users churn - deeply, not just superficially.

- Build churn-prevention strategies with CRM and product teams.

- Own customer education, nudges, troubleshooting flows, and in-app help systems.

- Build regional-language support capabilities that make users feel understood, not dismissed.

- Shape "surprise & delight" programs for superfans and loyal users.

- Your job is to create experiences that people return to - not leave.

5. CX Infrastructure, Systems & Governance (Operational Excellence)

Build a CX Command Center - real-time dashboard for issues, outages, sentiment, and spikes.

Implement scalable tools for:

Ticketing

Issue tagging

Self-service support

Feedback collection

WhatsApp automation

Ensure every CX activity is measurable, traceable, and improvable.

You create the systems that make the CX engine run predictably and with quality.

Who You Are

You are obsessed with user trust, clarity, and empathy as business levers.

You operate at the intersection of data, empathy, and design thinking.

You are a systems builder - not a firefighter.

You thrive on diagnosing root causes, not patching symptoms.

You can zoom out to design a multi-quarter experience roadmap - and zoom in to rewrite a confusing FAQ.

You are strong enough to challenge founders and product leaders with user truth - backed by data and clarity.

You have led CX teams before, but remain hands-on when needed.

Requirements

Experience: 8-12+ years in Customer Experience, Consumer Operations, Service Design, CX Strategy, or a similar role in consumer-tech.

Proven ownership of:

CX strategy

Support operations

Experience/journey improvements

User insights & feedback systems

Experience in OTT, fintech, food delivery, mobility, e-commerce, or any large-scale consumer business is a strong advantage.

Deep analytical ability + strong communication + calm, structured problem-solving.

Experience working closely with Product, Engineering, Content, and Marketing teams.

Demonstrated ability to design CX systems, not just manage support teams.

Hindi fluency is mandatory; familiarity with regional languages and cultural contexts (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi) is a strong plus and will be prioritized.

This Role Is NOT For

Pure support managers or ticket-processing supervisors.

People who want to "manage escalations" instead of redesigning systems.

Reactive operators who prefer firefighting over system-building.

Candidates who cannot influence product and business teams with clarity and rigor.

- Why This Role Matters

Customer Experience is not a back-office function at STAGE.

It is a core confidence driver of the business.

This role will define whether STAGE becomes:

Just another streaming app that users churn from, or

A trusted, delightful entertainment platform that people feel proud to return to.

Your work will directly impact:

Retention

Churn reduction

Subscription growth

Brand trust

App ratings

Word-of-mouth

You are the custodian of user happiness and trust.