- Driving Org-wide customer experience (B2B and B2C, International and Domestic customers).
- Identify functions and activities where Standard Operating Procedures need to be defined
- Managing the CX support Ops including end-to-end complaints, payment support, etc.
- Design and build tech-enabled, scalable, and cost-efficient processes that provide the maximum customer satisfaction
- Design and implement metrics to monitor the success of processes, and refine the process flow based on actual on-ground feedback
- Own end-to-end responsibility of initiatives driven from the corporate office
- Build and grow best-in-class partner network across services
- Create a system to evaluate and improve partner performance
- Build customer on-boarding and engagement playbook that can be replicated at scale
Desired Candidate Profile :
- 6+ years of work experience in startups, e-commerce managing CX Operations team
- Analytical mindset and problem-solving comes naturally to you
- A desire to understand consumer behavior and mindset
- Understand and love technology. You see every problem from a technology lens
- Comfortable working hands-on in a fast-paced start-up environment
- Curious about metrics, execution processes and keeping an eye out for details
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