Customer Experience Manager

About OnArrival OnArrival powers the travel stack inside leading banks, fintechs, and consumer apps across India, the Middle East, and Southeast Asia. We enable these enterprises to offer flights, hotels, and soon buses, trains, tours & activities directly inside their apps through our embedded travel micro-app.Even though our customers are enterprises, the end-user experience is 100% consumer travel - with all the complexity of cancellations, refunds, IRROPS, hotel issues, and cross-supplier unpredictability.Your role will ensure these journeys run smoothly.Role: CX & Travel Operations We are looking for a Manager-level operator (6–8 yrs) with hands-on expertise in travel operations, consumer support, or fast-moving consumer apps.You will be responsible for day-to-day travel operations, high-priority ticket escalation, CX quality, and smooth partner communication.This role is perfect for someone who: - wants to step up into a Lead role - brings a strong travel operations foundation - can manage and coach a team - can ensure daily delivery excellence - but does not yet need to run the entire org-level strategy - reports to a senior leaderWhat You Will Own (Manager-Level Scope)1. Day-to-Day Travel Support & Operations - Run the CX operations for flights + hotels with consistency and accuracy. - Ensure TAT, CSAT, FCR, VOC, and SLA metrics are met daily. - Monitor queues, allocate load, and ensure agents stay unblocked.2. Handle Priority Escalations - Take ownership of escalations coming from enterprise partners and internal stakeholders. - Resolve complex travel cases: cancellations, refund conflicts, hotel failures, supplier errors. - Maintain calm, clear, and professional communication under pressure.3. Team Management & Coaching - Lead a small-to-mid-sized CX team. - Conduct coaching, feedback sessions & quality checks. - Ensure team readiness during peak travel and disruption cycles.4. Process Execution & Improvement - Maintain and update SOPs for travel flows. - Identify repetitive issues and propose fixes to senior leadership. - Work with product & engineering on small workflow improvements.5. Partner Coordination (Operational Level) - Communicate updates to partners during ticket escalations. - Share status, expected timelines, and closure details. - Help prepare incident summaries for senior leaders to present.6. CX Quality & Accuracy - Run daily QA checks. - Ensure responses are consistent and policy-aligned. - Maintain high accuracy and correctness in refund & cancellation flows.7. Knowledge Management - Maintain the internal knowledge base. - Train the team when policies or supplier rules change. - Keep documentation clear, updated, and easy to use.What Great Looks Like (Manager Level) - Day-to-day escalations are handled swiftly and cleanly. - CX team performance steadily improves. - Refunds, cancellations, and travel disruption cases are handled accurately. - Partners trust the operational cadence and clarity of communication. - Issues are solved before they reach senior stakeholders. - You maintain a stable, predictable support environment.Who You Are Path A - Travel Ops First You’ve spent 3–6+ years in: - OTA support - Airline operations - Hotel booking support - Travel marketplace - Meta-search supportYou understand the everyday reality of travel support.Path B - High-Volume Consumer Ops Professional You may come from: - fintech - mobility - food delivery - logistics - e-commerce…but with strong ops discipline, escalation-handling skill, and empathy for consumer journeys.You love operational structure and accuracy more than fancy CX-design buzzwords.Minimum Requirements - 6–8 years in customer support/operations roles - Experience working in fast-paced, high-volume, rule-heavy environments - Strong communication: clear, calm, professional - Experience coaching a team - Process-oriented mindset and close attention to detail - Strong data hygiene & comfort with tools like Excel/Sheets, CRMsNice to Have (Forward-Looking) - Experience with AI tools (summarizers, agent assist, QA automation) - CRM experience: Freshdesk, Zendesk, Salesforce