Customer Experience Operations Manager

3 weeks ago

Bengaluru, India Ather Energy Full time

You’ll be our: Customer Experience Operations Manager

You’ll be based at: Corporate office (IBC)

You’ll be Aligned with: Associate Manager - Operations Manager - Operational Excellence

You’ll be A member of: Customer Experience



What will I be doing at Ather

?A breakthrough product, overwhelming initial response, a highly engaged community, and a retail partner network capable of taking us pan-India.. The Ather 450X is at the forefront of a historic transformation of two-wheeler commute in India


.
EVs are poised to account for 25% share in the Indian automotive Industry by 2025 and the scooter industry will lead this shift in demand. It is widely estimated that by 2025, 35-40% of scooters sold will be electric. Having geared up manufacturing and supply chain for this kind of scale, our focus now is on setting up a sales engine that will deliver a 3X growth year on year over the coming years. We realize that this kind of scale will compromise customer experience and that is a compromise we are not willing to make at any cost. We need you to own and build an Operational Excellence department that can support this ambitio


n.
Responsibilities will extend beyond just customer satisfaction scores. Your role is to build a highly driven team that can scale, manage strong and trusting relationships with our customers, retail partners and vendors, drive customer experience pan-India, and deliver business outcomes through continuous process and policy reengineering. You will need to define the ways of work that ensure high engagement and operational excellence, whether it’s at a company-managed or retail partner-owned customer service centre. You will need to plan for the growth of internal and retail partner teams in terms of capacity and capability buildi


ng.
Your responsibilities will include be

  • ing:Responsible for delivery of great customer experience across multiple channels including Customer touchpoints like Ather space, calls, emails, chat, and social media interacti
  • ons.Design, implement and Calibrate with the stakeholders to drive Quality interactions at all touch points to ensure that the quality of work delivered is in line with Ather’s standa
  • rds.Identifying themes, patterns, opportunities, challenges, risks and other issues, and recommending solutions and drive actions to achieve the highest level of customer satisfac
  • tionReview Customer complaints and VoCs constantly and implement process changes to reduce complaints inflow, improve customer experience and mitigate customer pain po
  • intsPeriodic process audits & reviews to ascertain health of business w.r.t deliverables and quality of service committed at all touch po
  • intsAchieve superlative key performance indicators measured through satisfaction scores (NPS) pan-In
  • dia.Identify self-serve and automation opportunities, and liaison with the business software team to ensure continuous development of internal and external business to
  • ols.Liaising with external vendors and technology partners ensures smooth system implementations and operational enhanceme


nts.
Cross - Functional Responsibili

  • ties:Represent CX in cross functional meets to address queries, concern to drive efficient customer experi
  • ence.Identify and build relationships with RP’s that can meet, deliver, and manage KPIs for Ather’s customer experi
  • ence.Continuously look for opportunities to improve the current business tools in use t


oday.
What kind of experience & skills do I need for this

  • role?6 - 10 years of work experience in driving Customer Experience projects and /or Customer Service Operations, preferably in an organization focused on a great customer exper


ience.
Some attributes that you bring to thi

  • s role?Developing Strategies - that anticipate trends in the organization and the larger in
  • dustry.Seizing Opportunities - Go-getters who identify business opportunities that can generate sales, boost customer experience, and outperform compe
  • tition.Making Decisions - Leaders who assume responsibility and drive action from the front, will stand by their decisions even during difficult convers
  • ations.Empowering Individual - Encourage and motivate teams and individuals to take decisions indepen
  • dently.Convincing People - Awesome negotiators that can shape opinions and decisions in the interest of the organi
  • sation.Articulating Information - Excellent and confident communi


cators.
What should I have gradu

  • ated in?A graduate or equivalent in management from any tier 1/2 B-


Schools.

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