Customer Experience Leader

4 days ago


Alwar, Rajasthan, India beBeeCustomerFirst Full time ₹ 20,00,000 - ₹ 22,20,000
Job Title: Senior Program Manager, Customer Support

We are seeking a skilled Program Management Professional to lead our escalation team and drive execution against key customer experience performance metrics.

The ideal candidate will have 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment, with a proven ability to lead and manage large, distributed CS operations teams across geographies.

Key Responsibilities
  • Lead the escalation team, guiding them on effective practices for handling customer grievances and ensuring SLA compliance.
  • Build 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.
Requirements
  • A customer-first mindset with strong leadership skills and experience in managing large teams.
  • Proven ability to drive execution against key customer experience performance metrics including FCR, CSAT, AHT, Quality, Productivity.


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