Customer Experience Manager

1 day ago

Bengaluru, Karnataka, India beBeeAutomation Full time ₹ 1,20,00,000 - ₹ 2,00,00,000
Job Summary

The ideal candidate will own the execution of reducing friction and accurate contact automation worldwide. They will assume primary responsibility for identifying root causes and preparing initial call-outs, with associated solutions (both short and long term as needed) while driving improvements against incorrect contact resolutions.

About the Role

This position is responsible for driving data-oriented analysis, adoption of technical solutions and process improvement projects to achieve operational and business goals.

  • Key Responsibilities:
  • Data Analysis and Problem Solving: Perform deep dives to identify unique root causes and share associated recommendations to improve customer experience.
  • Contact Automation: Support expansion of contact automation initiatives from existing cohorts to new ones.
  • Process Improvement: Drive efficiencies by scaling existing infrastructure, reducing system redundancies, and leading initiatives to automate manual processes.
  • Project Management: Create & maintain project documentation such as project plans, functional requirements and specifications, gap and dependency analyses, risk analyses
  • Cross-Team Collaboration: Manage execution part of a small program, optimizing cross-team processes that improve program efficacy and delivery.

About the Team

The Customer Engagement Program Team vision is to enhance Customer Experience (CX) by preventing fraud and unauthorized orders. In partnership with multiple stakeholders, we drive efficiencies by scaling existing infrastructure, reducing system redundancies, and leading initiatives to automate manual processes, thereby improving CX and reducing operational costs.

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