Program Director

7 days ago


Madurai, Tamil Nadu, India beBeeStrategist Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Customer Experience Strategist

We are seeking a highly skilled Customer Experience Strategist to lead our customer support efforts. This role requires a strong understanding of customer needs and preferences, as well as the ability to develop and implement strategies that drive customer satisfaction.

Our ideal candidate will have experience in customer service management, with a proven track record of success in improving customer experience metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Average Handling Time (AHT), Quality, and Productivity.

Key Responsibilities:
  • Develop and Implement Customer Experience Strategies: Lead the development and implementation of customer experience strategies that align with business objectives and drive customer satisfaction.
  • Manage Escalation Process: Manage the escalation process to ensure timely and effective resolution of customer complaints.
  • Analyze Customer Feedback: Analyze customer feedback to identify trends and areas for improvement.
  • Collaborate with Cross-Functional Teams: Collaborate with cross-functional teams, including product, engineering, and marketing, to ensure alignment and seamless execution of customer experience initiatives.
Strategic Program Management:
  • Lead CS Transformation Initiatives: Lead customer service transformation initiatives to improve efficiency, automation, and customer experience.
  • Own Program Roadmaps: Own program roadmaps, define success metrics, and ensure on-time, high-quality delivery of outcomes.
Technology & CS Roadmap:
  • Partner with Product and Tech Teams: Partner with product and tech teams to design and execute the customer service technology roadmap across the value chain.
  • Implement Tools and Processes: Implement tools and processes that enable agents to resolve escalations faster and provide better customer interactions.
Stakeholder & Leadership Alignment:
  • Act as a Key Bridge: Act as a key bridge between customer service, tech, product, and other business teams to ensure alignment and seamless execution.
  • Drive Governance Forums: Drive governance forums, performance reviews, and reporting to senior leadership.


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