Manager - Customer Experience
Description:
What's Wiom?
- 92% Indians don't have unlimited home broadband internet! Enter Wiom.
- Wiom is a new-age internet platform, that buys unused internet from existing internet users and sells it to people who are looking for affordable and high-quality internet.
- For the next 100M households, who do not have Unlimited and High-Speed Home Internet, Wiom is the most aspirational and 24 hours Unlimited Internet solution. Unlike existing Service Providers, Wiom provides Daily Plans, Zero Upfront Costs and Roaming Internet is highly scalable and affordable due to the shared economy and platform approach.
- Wiom has been founded by a group of IIT IIM alumni with prior experience in companies like Microsoft, American Express and is backed by marquee investors like 3one4 Capital, Omidyar Network, Your Nest, Auxano etc. Wiom is the fastest-growing company in its space and will impact 500 million Indians in the next 5 years.
What's it like to work at Wiom?
- We are going to be upfront. The way we work does NOT suit everyone. No old-fashioned hierarchy. No micro-management. No hiding behind fancy job titles. Those joining us from old-school firms, experience a breath of fresh air. We work through layers of self-sufficient, autonomous teams start-ups. We are a bunch of teams start-ups within teams start-ups within teams start-ups within teams start-ups
- Wiom is that place in your career, where you transition from management to ownership. A transition eased by guidance and plenty of support from talented, super-smart colleagues.
JD of Manager - Customer Experience:
- As an Manager - Customer Experience, you will be an integral part of Wiom's growth journey, collaborating with multiple stakeholders to support various strategic and operational initiatives. This role requires exceptional problem-solving, execution & communication skills. You'll have an opportunity to solve complex business problems which will impact 500 million lives.
What You'll Do (Like a Founder, Just Without the Title):
1. Oversee customer support operations across in-house and outsourced teams, ensuring timely and high quality resolution of customer queries, complaints, and service requests within SLAs.
2. Drive adherence to key CX metrics - NPS, CSAT, FTR, AHT, Ticket Aging and Retention Rate - through structured performance reviews, deep-dives, and data-led corrective actions.
3. Work closely with Process Design and Communications team to redesign and institutionalize Standard Operating Procedures (SOPs) that enable seamless, standardized, and scalable service operations.
4. Collaborate with Product, Tech, and Marketing teams to implement intelligent routing systems and predictive service interventions based on user patterns.
5. Develop clear capacity and workforce planning models to manage inflow spikes efficiently and establish robust escalation management frameworks for timely redressal of high-impact customer issues.
6. Champion the adoption of AI and digital CX solutions to enhance efficiency, reduce costs and elevate customer interactions.
7. Leverage customer feedback, analytics and VoC data to identify friction points and drive continuous improvement initiatives.
8. Lead and mentor CX teams (in-house and outsourced partner) to build strong ownership, empathy, and process discipline. Ensure compliance through QA audits, reviews, and structured feedback loops.
9. Represent the Voice of Customer in organizational forums, influencing long-term service and product strategies.
What makes you a great fit!:
Education Qualifications & work experience:
- MBA or B.Tech. with 7- 8 years of relevant experience, including at least 4 years in a supervisory role, preferably in e- commerce or technology sectors.
Technical & Soft Skills:
1. Proven expertise in leading large-scale customer experience operations across in-house and outsourced environments.
2. Strong track record of optimizing workflows and driving process improvements initiatives.
3. Hands-on experience in managing CRM platforms and customer support automation tools.
4. Strong analytical and problem-solving skills, with the ability to translate data insights into strategic decisions.
5. Prior experience in leveraging automation, AI-driven solutions, and digital platforms to enhance customer interactions.
6. Prior experience in managing Online Reputation Management (ORM) and Management Escalation teams.
7. Demonstrated ability to lead teams and drive cross-functional collaboration to deliver superior customer outcomes.
8. Exceptional communication, interpersonal and stakeholder management skills.
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