Customer Experience Transformation Manager

7 days ago

Davangere, Karnataka, India beBeeLeader Full time ₹ 72,00,000 - ₹ 1,68,00,000

About us

We're building a digital ecosystem that powers everyday life across the Middle East—fast, scalable, and customer-centric. Our mission is to deliver value every day.

Looking for an experienced leader to manage our Customer Service team. This role will drive key initiatives in e-commerce, leading large teams and shaping technology roadmaps to improve customer experience.

This includes managing complex issues, driving customer satisfaction, reducing churn, and improving support processes. You'll focus on mentoring teams, analyzing trends, and deploying best practices to enhance response times.

Key Responsibilities:
  • Lead and mentor the escalation team, guiding them on effective practices for handling customer grievances and ensuring SLA compliance; act as the final point of contact for critical issues.
  • Develop a proactive escalation framework through root cause analysis, corrective actions, and preventive process changes to minimize repeat escalations.
  • Analyze escalation trends, customer feedback, support metrics to identify root causes, and deploy best practices to improve response time.
  • Drive execution against key Customer Experience (CE) performance metrics including FCR, CSAT, AHT, Quality, Productivity; enhance SLAs and maintain audit/compliance readiness.
  • Present progress updates to senior leadership and lead regular performance reviews across sites.
  • Implement data-driven improvements to elevate service quality.
Key Initiatives:
  • Lead CS transformation initiatives and drive key programs across efficiency, automation, and customer experience improvement.
  • Own program roadmaps, define success metrics, and ensure on-time, high-quality delivery of outcomes.
Technology Roadmap:
  • Partner with Product and Tech teams to design and execute the Customer Service technology roadmap across the value chain.
  • Implement tools and processes that enable agents to resolve escalations faster and provide better customer interactions.
What you need:
  • Customer-first mindset with 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment, including 4–5 years in senior leadership.
  • Strategic thinking, problem-solving & execution ownership. Proven ability to lead large, complex programs and deliver measurable outcomes.
  • Strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills.
  • Hands-on experience with CRM platforms, automation tools, and knowledge bases.

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