CX Process Excellence
15 hours ago
About the Role- We're looking for a strong, hands-on Associate who can support and scale our Customer Experience process excellence agenda. - This role calls for someone who enjoys solving problems, can work seamlessly across product, ops, engineering, and category, and brings structure, agility, and ownership to everything they do. - You will drive process improvements, build and manage CX workflows, analyse data to find actionable insights, and support key programs that directly impact customer experience, efficiency, and quality. - An excellent role for someone who wants to learn fast, own end-to-end workstreams, and grow in a dynamic startup environment.Key Responsibilities1. Process Design & Improvement- Map customer journeys, identify gaps, and redesign processes for efficiency and better CX. - Build SOPs, workflows, and guardrails for operations, customer support, and escalations. - Partner with product/tech to translate customer problems into clear requirements.2. Program Management & Cross-functional Execution- Drive small to mid-sized CX or Ops improvement programs end-to-end. - Work with Product, Engineering, Category, SCM, and Support teams to align on goals, timelines, and deliverables. - Track progress, identify risks, and ensure on-time closures.3. Data Analysis & Insights- Analyse customer tickets, trends, quality metrics, and performance dashboards. - Convert data into insights with clear hypotheses and action recommendations. - Build simple reports/trackers to monitor impact.4. Quality & Escalation Readiness- Support creation of SOPs and knowledge bases for production teams. - Partner with the ops team to reduce rework, escalations, and repeat issues. - Identify root causes and drive preventive actions.5. Tools & Automation Awareness- Knows tools like Google Sheets, Excel, dashboards, workflow tools, and ticketing tools and builds different dashboards. - Work with tech/product on automation ideas, validations, and requirement writing.Required Skills & Experience- 3-4 years of experience in CX, Process Excellence, Program Management, Ops Excellence, or Product Ops. - Strong analytical skills (comfortable with Sheets/Excel). - Experience in building SOPs/process documents. - Good understanding of customer journeys in e-commerce, D2C, or quick-commerce setups. - Strong stakeholder management skills, ability to work with cross-functional teams. - Exposure to tools (ticketing systems, dashboards, automation/workflow tools). - Excellent communication-crisp, structured, and problem-solving oriented. - High ownership, attention to detail, and ability to thrive in fast-paced environments.
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