Swiggy - Senior Manager - Customer Experience

1. Strategy & Planning

- Work closely with Director-CX to devise short and long term OE strategies and a strategic roadmap in alignment with overall CC and CX Strategy to ensure robust OE & CI culture deployment for sustained and long term business benefits.

- Develops plans for initiatives based on OE strategic roadmap and timely deployment.

- Ensure alignment with corporate and business expectations on CI targets.

- Work seamlessly with CC Leadership and CX team to identify strategic projects at CC end

2. Program Management

- Design and drive process improvement projects in collaboration with CC Team

- Collaborates with CC leadership to ensure OE programs/projects deliver intended business and customer value.

- Conduct Toll Gate review of projects and ensure successful and on time completion of projects

- Program manage all product development initiatives for CC in collaboration with CC, Tech and product team.

- Plans and schedules Project Team Member assignments and meetings; designs and facilitates productive team meetings; and manages project activities outside of team meetings.

- Creates motivated and high-involvement Project Teams by using active listening skills, stimulating innovation, and providing clear direction and performance rewards/ recognition.

3. Leadership

- Exhibits sense of urgency and champions change that pushes for continuous improvement across CC and partner end resulting into efficiency improvement, sustained quality, great customer experience and lower operating cost.

- Lead, coach and mentor project teams and other CI initiatives without reporting authority and bring in business benefits.

- Exercises advanced technical competency in CI tools, underlying principles and methodology to improve in-house and partner processes.

4. Governance

- Develops and promotes standard OE approach and OE/CI toolbox, utilizing multiple methodologies (e.g. Shingo, Lean, Six Sigma, Kaizen etc.) and related tools as appropriate in an integrated toolbox approach.

- Develops standard process for engaging OE/CI resources in support of operations and support functions.

- KRA alignment of CC managers and supervisors to promote and deploy deep rooted OE/CI culture.

- Deploy RnR mechanism to motivate people in participating CI culture.

- Devise and implement frameworks to assess partner Quality Management Systems in order to achieve better efficiency and customer experience.

- Collaborate with CC Leadership to ensure layered KPI deployment and strategy deployment.

- Mentoring Six Sigma GB/BB projects for timely and successful closure of the projects.

- Conduct periodic reviews of CI initiatives along with Operations Head to ensure employee engagement.

5. People Development

- Design specific training and development plan and ensure people certification in Lean Six Sigma courses.

- Providing LSS GB and BB Training and certification of employees and improve problem solving skill of employees.

- Implement best in class knowledge management systems and drive standardization across CC operations.

6. Data Analytics

- Work with Data Analytics function in Business Unit to assure that common definitions and usage of KPIs and other select metrics are being built into the - OE Culture- .

- Collaborates as needed on initiatives arising from an ongoing analysis of metrics and key performance indicators.

- Collaborate with CC Leadership to ensure layered KPI deployment and strategy deployment.

7. Build Continuous Improvement Culture

- Deploy various initiatives of - Hoshin-Kanri- to deploy Continuous Improvement culture.

- Design and implement awareness programs, campaigns and RnR modules to motivate people in participation in CI initiatives.