Customer Experience Champion

3 days ago

Anand, Gujarat, India beBeeCustomer Full time ₹ 17,42,400 - ₹ 21,47,800
Job Title: Senior Program Manager, Customer Support

At our organization, we are committed to building an ecosystem of digital products and services that power everyday life across the Middle East. We aim to move faster by hiring a skilled Senior Program Manager, Customer Support who can drive growth and success.

We seek a leader to head key initiatives in a fast-growing e-commerce environment. This role will strengthen leadership within the CS team, manage high-priority customer escalations, and shape the CS technology roadmap to improve both customer and agent experience.

The ideal candidate will focus on driving customer satisfaction, reducing churn, and building long-term improvements in customer support processes. Key responsibilities include:

  • Leading and mentoring the escalation team, guiding them on effective practices for handling customer grievances and ensuring SLA compliance; acting as the final point of contact for critical issues.
  • Building a proactive escalation framework through root cause analysis, corrective actions, and preventive process changes to minimize repeat escalations changes.
  • Analyzing escalation trends, customer feedback, support metrics to identify root causes, and deploying best practices to improve response time.
  • Driving execution against key Customer Experience (CE) performance metrics including FCR, CSAT, AHT, Quality, Productivity; enhancing SLAs and maintaining audit/compliance readiness.
  • Leading regular performance reviews across sites and presenting progress updates to senior leadership.
  • Strengthening communication protocols to ensure escalations are handled with empathy, speed, and transparency.
  • Implementing data-driven improvements to elevate service quality.
  • Inspiring, coaching, and developing Customer Experience Managers, Team Leaders, and agents to build a high-performance, customer-first culture.

Additional responsibilities include leading CS transformation initiatives, driving key programs across efficiency, automation, and customer experience improvement, and partnering with Product and Tech teams to design and execute the Customer Service technology roadmap.

Key qualifications for this role include:

  • 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environments.
  • 4-5 years of senior leadership experience.
  • Strong problem-solving, analytical, performing RCA, people development capability, 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.
  • Operating with a founder's mindset, taking full ownership of challenges, and driving accountability and outcomes.

Interested candidates should possess strong organizational, technical, and interpersonal skills to excel in this role. With dedication, enthusiasm, and a passion for delivering exceptional results, you will be a valuable asset to our growing team.

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