Chief Customer Experience Officer

1 week ago

Chennai, Tamil Nadu, India beBeeLeadership Full time ₹ 22,35,713 - ₹ 32,12,358
Senior Program Manager

We are seeking an experienced and accomplished Senior Program Manager to lead key initiatives in our Customer Service department. As a critical member of our leadership team, you will be responsible for strengthening leadership within the CS team, managing high-priority customer escalations, and shaping the CS technology roadmap to improve both customer and agent experience.

This is a senior-level position that requires a customer-first mindset with 12+ years of experience in Customer Service/Operations/Program Management in an e-commerce environment, including 4–5 years in senior leadership. You will have a proven ability to lead and manage large, distributed CS operations teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture.

Key Responsibilities:
  • Customer Escalation Management: Lead and mentor the escalation team, guiding them on effective practices for handling customer grievances and ensuring SLA compliance; act as the final point of contact for critical issues.
  • Strategic Program Management: Lead CS transformation initiatives and drive key programs across efficiency, automation, and customer experience improvement.
  • Technology & CS Roadmap: Partner with Product and Tech teams to design and execute the Customer Service technology roadmap across the value chain.
Requirements:
  • Candidate Requirements:
    • Strong technical skills and expertise in program management, customer service, and operations management.
    • Excellent leadership and management skills, with a proven track record of leading cross-functional teams.
    • Ability to analyze complex business problems and develop innovative solutions.
    • Effective communication and interpersonal skills, with the ability to build strong relationships with stakeholders.

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