Suprdaily - Senior Manager - Customer Experience (3-4 yrs)
ABOUT THE ORGANIZATION :
- Supr Daily is a daily delivery service in India. Starting with milk, the company delivers the most frequent daily needs to consumers via a subscription model. Founded by alumni of IIT and IIM, the company is pioneering the micro delivery e-commerce model in India. The company is a Y-Combinator startup and is currently backed by Swiggy. With a commitment of $100 Million from Swiggy, the team is scaling their unique supply chain nationally to serve more than 1 Million households every single day.
- Y Combinator is one of the top American Seed Accelerators and their portfolio includes Airbnb, Dropbox, InstaKart, Reddit and about 1500 other startups across the globe.
- Supr Daily is on a quest to bring convenience to over 100 Million Indians over the next 5 years. The investment in Supr Daily is part of its core strategy to expand the reach of the consumer base as well as fulfilling the daily needs of a consumer leveraging the power of the milk railroad.
ROLE DESCRIPTION :
- Runs high impact projects that have a non-linear impact on customer experience
- Analyze and interpret NPS/CSAT and other core CX metrics to all stakeholders within the organization
- Design service blueprints for various customer journeys. Collaborate with the customer service operations team to convert them into great customer service processes.
- Identify customer experience problems - through data analysis, user feedback and experiments
- Work with tech, to automate customer service processes, and provide direction and judgment in building products that solve customer issues
JOB REQUIREMENTS :
- Tier 1 undergraduate degree
- 3+ years experience / MBA and 1+ years of experience
- 1+ years experience in managing high impact projects, preferably in consumer-based areas
- Fluent with data analysis and insights, SQL knowledge is an added advantage