Stanza Living - Senior Manager - CX Operations

Roles and Responsibilities :

- 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 :

- 8+ 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