Customer Experience Operations (Immediate Joiners)

About the Role:

As a CX Operations Manager, you will be responsible for overseeing the day-to-day activities of a business or organization to ensure its smooth functioning. You will coordinate effectively between multiple internal and external teams and ensure governance of processes.

Key Responsibilities:

Operational Management:

• Oversee and manage daily operations for respective categories to ensure the seamless execution of activities

• Take ownership of day-to-day operational tasks, ensuring efficient workflow and timely resolution of issues

• Ensure daily/weekly data analysis and reporting of performance and insights.

• Own breach metrics for the respective categories and ensure that the defined goals are met

Team Collaboration and Coordination:

• Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution

• Work with the Design team to showcase the number of customer contacts to internal stakeholders on key issues to get them prioritized.

• Work with the design team on new process changes and ensure SOPs are updated regularly.

• Maintain open communication with leaders to escalate and seek timely support for resolving any pending customer issues

Customer Escalations and Resolution:

• Work with the internal and external stakeholders to resolve escalated cases within agreed service-level agreements (SLAs).

• Take full ownership of resolving customer issues with the highest priority.

• Work with the design team to do RCAs on critical escalations and take corrective actions to avoid such escalations in the future

Process Improvement and Feedback:

• Monitor daily activities to identify process gaps and collaborate with the internal CX team to mitigate them

• Suggest changes to existing SOPs and Ops processes to increase efficiency and reduce errors

Skills & Qualifications:

• 8 - 10+ years of overall experience in a corporate or business environment, with a minimum of 4 - 5 years in a supervisory role overseeing small to mid-scale operations.

• Experience in the Travel and Credit Cards sector is a plus.

• Exceptional customer service abilities.

• Strong written and verbal communication skills, with the capability to convey complex concepts clearly and concisely.

• Ability to work independently as well as collaboratively with cross-functional teams.

• Proficiency in data analysis, trend identification, and basic tools such as Excel, Word, and PowerPoint, along with a solid understanding of tools and technology used by the Customer Experience team.

• Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines.

• Strong time management skills, with the ability to prioritize tasks effectively.

• • Effective problem-solving skills, including troubleshooting operational issues and optimizing processes and workflows.