Customer Experience Manager

6 days ago

Bengaluru, Karnataka, India PhonePe Full time

About PhonePe Group


PhonePe is a leading digital payments company with 500 million registered users and 37 million merchants across India. Its financial services arm offers insurance, mutual funds, stock broking, and lending. The company's adjacent tech-enabled businesses include Pincode for hyperlocal shopping and Indus App Store, India's first localized App Store. PhonePe Group's vision is to provide equal opportunities for Indians to progress by unlocking money flow and access to services.



Culture


At PhonePe, we empower employees to do their best work every day. We create an environment where people own their work from start to finish, right from day one. Enthusiasm about tech is essential, and we build technology that impacts millions. If you like ideating with top minds and executing your dreams with purpose and speed, join us.



Overview of Key Responsibilities


The Manager, CX Quality will transform PhonePe's Customer Experience and Operations through education, empowerment, and coaching of support representatives. Achieving best-in-class quality in Customer Experience at scale is the primary goal of this role.



Goals



  2. Build and deliver innovative and impactful Quality Assurance/Quality Management programs.
  3. Manage the end-to-end Quality audit framework and apply continuous improvement tactics to maintain the best-in-class Quality Management process. Ensure smooth change management and knowledge transfer across all Customer Support teams.
  4. Partner closely with division directors and managers to assess training/coaching needs, capacity plans, and forecasting needs. Develop quality management roadmaps and curriculums for all customer support teams.
  5. Manage the day-to-day operations of the Quality team. Be responsible for measuring the impact of quality audit/feedback/coaching. Develop and run quality management and knowledge management programs. Create dashboards and reports to monitor, improve, and manage the effectiveness of Quality audit/feedback.
  6. Partner closely with the Training, Content Strategy, and Process Design teams to identify knowledge/skill gaps and address those with the help of effective training/coaching methodologies, technology, as well as creative/out-of-the-box ideas.
  7. Collaborate with leadership across teams to help define and build the end-to-end Support Effectiveness vision, mission, and strategy.
  8. Be a Growth Mindset-evangelist for CX. Inspire the organization to make Customer-first decisions at every step.


Key Requirements


The ideal candidate should have:



  2. Exceptional communication skills and ability to help others understand the nuances of customer-facing communication across channels.
  3. Real-world negotiation and conflict management skills: Proven capability to keep the team's focus on solutions, not on problems/roadblocks. Ability to train others on the same.
  4. Team building: Inspiration is the key to this role. We are a dynamic and fast-growing company focused on a Customer-first mindset – each and every team member should be aligned to this, regardless of their creative differences.


Critical Competencies


The ideal candidate should have experience in developing empowered and self-driven team members who can make good decisions for our customers and customer support representatives. Effective stakeholder management skills to help build trust and collaboration for the long term. Proven track record of designing, developing, and delivering Coaching/Quality Improvement programs. Experience in building and managing Best Practices library. Adept in using Learning Management/Quality Management tools.



Experience


5+ years' experience in Quality (exposure to Training will be a plus). The ideal candidate should have in-depth knowledge of the Customer Experience domain; knowledge of B2C online products will be a big plus.



Mandatory Skills


Process Improvement methodologies, Customer Support Quality Management, People Leadership, Data Analysis, Vendor Management, MS Office, Six Sigma knowledge



Qualification


Master's degree preferred. Certifications in Six Sigma, LEAN, Quality Management/Process Improvement, as well as Instructional Design/Training, will be a plus.



PhonePe Full Time Employee Benefits



  • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
  • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
  • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
  • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
  • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
  • Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

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