Customer Experience Manager

2 weeks ago

Bengaluru, Karnataka, India Scapia Full time

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 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:

- 6 - 8+ 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.

(ref:iimjobs.com)

  • Customer Experience Manager

    2 hours ago

    Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 9,00,000 - ₹ 15,10,000

    Job Title: Customer Experience ManagerWe are seeking a skilled and results-driven Customer Experience Manager to join our team. This individual will be responsible for transforming the customer experience through end-to-end optimization of merchant lending on our app.Main Responsibilities:Optimize end-to-end customer journey for seamless merchant lending...

  • Product Manager

    3 weeks ago

    Bengaluru, Karnataka, India GST Manager Full time

    Technical Product Lead / Product Manager (2–4 Years Experience) Product Strategy | Execution Ownership | Tech x BusinessLocation: Chennai / Bangalore (Hybrid)Job Type: Full-timeExperience: 2–4 Years (Preferred)About GST ManagerGST Manager | Tax Collars Private Limited is a leading tax consulting company (www.gstmanager.com) offering tech-driven GST and...

  • Product Manager

    2 weeks ago

    Bengaluru, Karnataka, India GST Manager Full time

    Technical Product Lead / Product Manager (2–4 Years Experience) Product Strategy | Execution Ownership | Tech x Business Location: Chennai / Bangalore (Hybrid) Job Type: Full-time Experience: 2–4 Years (Preferred)About GST ManagerGST Manager | Tax Collars Private Limited is a leading tax consulting company (www.gstmanager.com) offering tech-driven GST...

  • Customer Experience Manager

    1 day ago

    Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 10,48,720 - ₹ 12,94,920

    Job Overview:We are seeking an experienced customer service professional to take on the role of Lead Crew Captain. This position involves managing and fulfilling customer requests with a high level of professionalism and attention to detail.Key ResponsibilitiesRequest Fulfillment: Own and fulfill customer queries from start to finish, ensuring timely and...

  • Customer Experience Manager II

    4 weeks ago

    Bengaluru, Karnataka, India Rubrik Full time

    Job DescriptionJob description- The Customer Experience Manager is a key role within the Customer Support Organization. This role will be responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the POC, driver and customer advocate for major projects and escalations while leveraging...

  • Customer Experience Manager

    4 days ago

    Bengaluru, Karnataka, India beBeeService Full time ₹ 80,00,000 - ₹ 1,50,00,000

    Global Service LeadershipAs a senior service manager, you will lead a global team of professionals to deliver exceptional customer experiences and achieve contractual obligations worldwide.Develop and implement strategies to optimize service desk efficiency and effectiveness globally.In this role, you will have the opportunity to take on diverse tasks as our...

  • Customer Experience Manager

    1 day ago

    Bengaluru, Karnataka, India beBeeAutomation Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

    Transform Customer Engagement with Plivo's AI AgentsPlivo's AI agents platform enables top B2C brands to automate the entire customer lifecycle through cutting-edge multimodal AI.Join a high-impact engineering team in India to solve hard AI challenges at scale, handling over 1 billion API requests per month.The RoleAutomate customer acquisition, engagement,...

  • Customer Experience

    4 weeks ago

    Bengaluru, Karnataka, India Elevate Now Full time

    Employment Type: Full-time Work Days: 6 days a week (4 days in office + 2 days WFH) Please fill out the Google form below for screening About Us: We are a fast-growing medical weight loss company that is redefining health and wellness through a combination of medications, expert coaching, and fitness consultations.Our goal is to provide an unparalleled...

  • Customer Experience

    4 weeks ago

    Bengaluru, Karnataka, India Elevate Now Full time

    Employment Type: Full-timeWork Days: 6 days a week (4 days in office + 2 days WFH)Please fill out the Google form below for screeningUs:We are a fast-growing medical weight loss company that is redefining health and wellness through a combination of medications, expert coaching, and fitness consultations. Our goal is to provide an unparalleled customer...

  • Senior Customer Experience Manager

    1 day ago

    Bengaluru, Karnataka, India beBeeProduct Full time ₹ 80,00,000 - ₹ 1,20,00,000

    About this Role:As a seasoned product management professional, you will play a key role in building customer-centric products by combining user empathy, data insights, and structured problem-solving.Key Responsibilities:Represent the customer and actively try to understand and build features by keeping customers in mind.Understand the needs of our customers...