Customer Experience Leader

2 days ago

Bikaner, Rajasthan, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Customer Experience Leader Job Description

We're seeking a seasoned Customer Experience Leader to drive our digital customer service ecosystem. This leader will build and mentor teams, ensuring scalable customer-centric operations.

The ideal candidate has 12+ years of experience in Customer Service/Operations/Program Management with a proven track record in leading distributed CS operations teams across geographies.

This role requires strategic thinking, problem-solving, and execution ownership. Strong analytical and people development skills are also essential.

Key Responsibilities:
  • Lead and develop a high-performance customer service team, driving delivery of SLAs, high agent quality, productivity, and a customer-first culture.
  • Build proactive escalation frameworks 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, and enhance SLAs and maintain audit/compliance readiness.
  • Strengthen communication protocols to ensure escalations are handled with empathy, speed, and transparency.
Requirements:
  • A customer-first mindset with a minimum of 12 years of experience in Customer Service/Operations/Program Management in e-commerce environments.
  • Strong leadership skills, including the ability to manage large, distributed teams and drive measurable outcomes.
  • Proven analytical, problem-solving, and stakeholder management skills.
  • Hands-on experience with CRM platforms, automation tools, and knowledge bases.
  • High adaptability, flexibility, and resilience in dynamic environments - proactive self-starter.

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