Support Lead - Customer Experience - IIM/ISB/XLRI/FMS/MDI

POSITION SUMMARY:

The primary purpose of this position is to look into the scaling process, automation and process/system improvement.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

- Scale up the process of operations

- Provide solutions to business

- Multi-stakeholder management

- Handle end-to-end customer experience

- Improve metrics/customer satisfaction

- Look into customer delight/success

- Make the customer experience hassle-free

INTERNAL & EXTERNAL CONTACTS / SUPERVISORY RESPONSIBILITIES:

Internal: Handle a team of 50+ people

External: Interact with multiple stakeholders, including various departments and customers

QUALIFICATIONS & EXPERIENCE:

Experience:

- 3-10 years of experience in people management and customer experience management and support

- Prior experience leading teams and mentoring junior staff

Education:

- IIM/ISB/Equivalent colleges

Skills

- SQL/R/Python.

- Six Sigma/Lean

- Process/Domain expertise