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
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