09/11 Shubha Gupta
HR Manager at Workindia

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WorkIndia - Business Head - Customer Experience & Operations (3-5 yrs)

Bangalore Job Code: 862982

Head - Customer Experience & Operations


About WorkIndia :

- WorkIndia started with One & Only One Purpose - To provide jobs to the Poor of India.

- Our Vision is - To Provide meaningful livelihoods to the 23.7 Cr blue-collar individuals of India and now the 120 Cr blue-collar individuals on this planet

- Fortunately, after 6 years of constant struggles, towering over 1000's of naysayers, a twinkle in our eye and a keep moving, no matter what- attitude - in January 2020, WorkIndia became the Largest Technology platform in India (53,000 unique companies posting a job per month; 3.1 million monthly active users; 38 Lakh calls processed on the platform.

- To know more about WorkIndia please visit: https://www.workindia.in/about/

Who should consider this role :

- If you believe that, through your work experience, you have gained the skills of scaling the Customer Experience and Operations process and want an open canvas with a team with whom you will build a new vertical from scratch, then WorkIndia is the place for you.

- Work India's challenges are unique, so you should be comfortable in uncharted territory and pumped to build an awesome process to cater to our large employer base

Role : Business Head - Customer Experience and Operations

Responsibilities :

- Building and Owning Customer Experience and Operations process

- End to end responsibilities of defining KRAs, SLAs and processes such that 100% fulfillment (providing hire to employers) happens for employers

- Build an efficient tele calling operations to do fulfillment process from scratch

- Owning the happiness metric (NPS) and the entire user journey

- Suggesting product enhancements to improve user experience

- Coordinating with stakeholders within the company to achieve target metrics

- Work closely with leadership team future strategies

- Lead and inspire team members

Eligibility Criteria :

- Candidate should have 3-5 years of experience in leading the customer experience and operations team

- Should have worked in a Series B+ startup

- Should be B.Tech/B.E from top institutes

- Should be ready to relocate to Bangalore

- Notice period should be 2 months or less than that

Preferred Qualifications : Startup experience at companies such as Flipkart, Uber, Ola, Swiggy, Zoom Car, Zomato, Amazon, Rapido, Rivigo, etc. are preferred

Skills :

- Should be high on ownership and responsibility

- Should have worked in aggressive target driven culture

- Should be proactive

- Should be open to try out new experiments

- Should be able to inspire large teams

- Should have frugal mind-set

- Should display never give up Attitude

- Should be able to work with different teams

- Should have displayed an urge of rapidly growing within an organization and take higher responsibilities

Salary : No salary bar for the right candidate. Paying higher than the market standard

Women-friendly workplace:

Maternity and Paternity Benefits

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