Customer Experience Manager

The Customer Experience Manager is responsible for leading and scaling contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes. The role drives operational performance, organizational capability, and customer experience strategy across CX teams, while enabling growth, efficiency, and continuous improvement.

Key responsibilities

• Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.
• Define and execute customer experience strategy to meet customer needs across products, segments, and markets.
• Oversee team structure, workforce planning, and organizational design to support operational scalability.
• Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.
• Ensure achievement of service levels, KPIs, and operational targets through structured performance management.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.
• Develop and implement business continuity plans for critical customer processes.
• Monitor performance trends, identify risks, and implement corrective action plans.
• Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.
• Build and maintain strong relationships with internal and external stakeholders.
• Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.

Accountabilities

• Delivery of CX performance against KPIs (service levels, productivity, customer satisfaction).
• Organizational capability development, including leadership pipeline and team performance.
• Execution of strategic initiatives and continuous improvement plans.
• Operational resilience and continuity of customer-facing processes.

Required qualification, experience & skills

• Bachelors degree or equivalent experience.
• 8 + years of experience in contact center management or similar leadership roles.
• Strong leadership and people management skills, with experience managing managers or large teams.
• Proven ability to drive performance, operational excellence, and customer satisfaction.
• Strong stakeholder management and communication skills.
• Ability to operate in complex, fast-paced environments and manage multiple priorities.
• Experience in building and scaling operations.

Required Business/ Technical Knowledge

• Strong understanding of contact center operations and performance metrics.
• Knowledge of customer experience frameworks and continuous improvement methodologies.
• Experience with tools such as SAP and advanced Excel.
• Familiarity with Lean Six Sigma and/or project management methodologies.
• Understanding of logistics and supply chain operations (preferred).

Key measures

• Customer Satisfaction (CSAT)
• Service Level / Phone Accessibility
• Productivity and operational efficiency
• Average Handle Time (AHT) and Average Speed of Answer (ASA)
• Shrinkage and workforce effectiveness
• Volume growth and churn management

Shift Timings

• Flexibility to work in rotational shifts, including night shifts, based on business requirements.
• Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.