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Research Executive

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The Senior Member Support Manager will oversee and deliver the transformation of our support function into a high-performing, data-driven, and technology-enabled operation. This role will lead the execution of a new global member support strategy, embedding a first-time resolution mindset, scaling operations, and future-proofing service delivery through automation, self-serve solutions, and AI technologies. You will be accountable for the team performance and service delivery outcomes on a global scale. Your mission will be to elevate the member experience, deliver operational excellence, and champion service innovation. This is a high-impact management role requiring strong strategic mindset, operational expertise, leadership, process innovation, and a relentless focus on member advocacy. WHAT YOU WILL BE DOING Leading Support Digital Transformation - Delivering on plans to meet our "Inbox Zero" objective, increase first-time resolution of requests and reduce overall resolution times through enhancement of our digital support offering. - Leading the operational transition to omnichannel support and scaling future service delivery capabilities. - Owning our support and reputation platforms (Zendesk & Trustpilot), ensuring maximum use of product features to meet our objective and key results. Implementing Robust Policy & Processes - Developing and refining SOPs, escalation frameworks, and support policies to enable scale, compliance, and quality. - Delivering initiatives to optimise digital support workflows, knowledge bases (for both members and employees), tools, and resources. - Leveraging data and insights to design smarter, more efficient processes, using trend analysis to identify issues before they escalate. - Continually refining support processes, to enhance member outcomes, and proactively address emerging service needs. Effective Workforce Management - Managing a global support team of fifteen agents/supervisors, ensuring high standards of performance and accountability. - Fostering a culture of excellence and care, to ensure every member interaction reflects the world's best panel. - Leading hiring, talent evaluation, training, skills development, and coaching initiatives to build a highly capable, future-ready team. - Serving as escalation point for complex or sensitive member cases, ensuring swift, effective, and member-centric resolutions. Ensuring Operational Excellence: - Establishing and monitoring key operational KPIs and SLAs across markets, ensuring consistent delivery of exceptional service levels and customer/member satisfaction scores. - Implementing robust quality assurance processes to uphold high service standards and identify opportunities for service enhancement. - Delivering lean, efficient operations including effective ticket triaging, backlog management, and advanced workforce planning to meet evolving member and business needs. Cross-Functional Collaboration: - Acting as ambassador for our members, collaborating closely with Platform, Operations, Research, and Product teams to identify and resolve recurring issues. - Proactively advocating for support needs in cross-functional forums, influencing product roadmaps, service design, and process innovation. - Promoting the role and value of the Member Support team internally, show-casing service excellence. KEY RESPONSIBILITIES: WHAT YOU NEED TO KNOW (TECHNICAL & BEHAVIOURAL SKILLS/COMPETENCIES) - 10+ years of experience leading high-growth, high-volume, digitally focused customer/member support operations at scale. - Proven experience of building and scaling global online support operations and omnichannel service ecosystems (email, live chat, self-service support). - Demonstrated ability to meet SLAS, set KPIs and build standard-operating-procedures. - Relentlessly customer/member-focused and passionate about delivering best experience for our members. - Substantial hands-on experience of maximising value from support platforms (we use Zendesk) and managing digital transformation initiatives. - Strong analytical capability and data-driven decision making, with advanced reporting and insight generation skills. - Strong management and coaching skills, with a passion for developing and empowering diverse, inclusive teams. - Proactive, solutions-oriented mindset with a strong bias for action and continuous improvement. - Excellent stakeholder management, communication, and influencing skills across all levels of the organisation. - Excellent collaborator, with a record of delivering cross-functional projects at pace. - Enthusiastic about emerging technologies and their role in shaping next-generation digital service models.

Mumbai

YouGov - Senior Manager - Panel Member Support 

Job Description for YouGov - Senior Manager - Panel Member Support  in YG Research India Private Limited in  Mumbai for (10-15) years of experience. Apply Now!

YouGov - Senior Manager - Panel Member Support  | iimjobs.com