Zoomcar.com - Associate Director - Process Excellence

Roles and Responsibility :-

- Drive consistent and ever improving performance with respect to all key Customer Experience metrics such as NPS, Trip score, CSAT and Complaints etc.

- Identify system and process improvement opportunities to solve complex operational issues and proactively heading off negative service trends.

- Work closely with the Product/Tech teams to ensure that tools and systems are continuously enhanced.

- Understanding & utilizing resources available through internal systems, policies & procedures, striving to improve the same

Critical skill sets:-

- Process improvement

- Designing Customer retention programs

- Simplifying business processes

- Empathy towards customer issues ( with a thorough experience in service industry)

- Understanding data and analysing trends