Customer Experience Strategist
5 days ago
About myGwork
myGwork is an inclusive employer and a member of the largest global platform for the LGBTQ+ business community. This role is part of our Smart Commerce team, which aims to digitize brand owners and selling partners by providing a suite of product offerings across the business's lifecycle.
Job Summary:
We are seeking a customer-obsessed program leader to manage the delivery and quality of support experience for all Smart Commerce merchants with vendor-managed operations. You will be responsible for managing end-to-end support experience for service quality, on-time resolution, setting up and overseeing processes with cross-functional teams, and partnering with internal business teams to eliminate support contacts.
About the Role:
- Manage end-to-end experience for all merchant contacts through various channels (self-serve and assisted) within defined performance metrics
- Lead a team of onboarding and support associates/leads
- Collaborate with the outsourcing partner to plan resource capacity, on-time hiring, and design new hire training plans
- Ensure timely handling and resolution of contacts across channels (call, chat, email, etc.) to meet service quality standards
- Develop and implement a framework to manage service quality, drive process improvements, and deliver high-quality support
- Create and implement solutions/mechanisms to incorporate learnings from seller contacts and improve the overall product experience
- Develop and review metrics, goals, and reporting mechanisms to measure performance
About the Team:
The Smart Commerce team envisions a one-stop shop for e-commerce needs of small and medium D2C brands. Our solution enables sellers to set up their websites and scale their independent online businesses effectively.
Requirements:
- 5+ years of cross-functional experience working with tech and non-tech teams
- 5+ years of team management experience
- 5+ years of cross-functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications:
- Experience managing, analyzing, and communicating results to senior leadership
Salary Estimate: ₹30 lakhs - ₹50 lakhs per annum (dependent on location and experience)
Bonus: Performance-based bonus structure in place
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