Associate Director
3 days ago
**Lead Customer Experience Innovation at Ninjacart**
Ninjacart is a pioneer in agritech, fostering a culture of innovation and developing professionals who pioneer new ideas, simplify customer experiences, and impact lives of millions.
We empower farmers and ecosystem players through technology and data, disrupting the way fruits and vegetables move from farms to consumers' plates.
As an Associate Director - Customer Experience, you will work with stakeholders in product, business, and analytics to minimize high-frequency and high-impact issues across all business units.
**Your Key Responsibilities**
- Deliver on Inbound Support Metrics such as First Time Right, Customer Satisfaction Score, Resolution SLA, Productivity %, Cost per Ticket, and Outbound metrics such as Connect Rate % and Conversion % across all NC business units and campaigns.
- Improve the Bar for Talent on CX Team by actively coaching, mentoring, and hiring the right talent with a "Business growth" bent of mind.
- Set up frameworks such as NPS surveys to derive customer insights and plug them into product roadmaps across all business units.
**Requirements**
- 6+ years of overall experience.
- At least 2+ yrs in CX role.
- Preferably from Ecom or tech companies.
- MBA preferred.
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