
Chief Customer Experience Officer
4 days ago
We are looking for a meticulous Customer Excellence Manager to own and elevate customer-facing excellence across our Sales, Marketing, and Support departments.
- Design, implement, and maintain a quality monitoring framework for Sales, Marketing, and Support.
- Conduct regular audits, score performance against SLAs, and deliver actionable feedback to team leads.
- Develop and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
- Create, facilitate, and iterate training programs covering CRM usage, process adherence, communication skills, and quality standards.
- Partner with IT and Operations to optimize Zoho CRM (or equivalent) workflows, ensure data hygiene, and build real-time dashboards.
- Analyze quality metrics and generate insights to drive continuous improvement initiatives.
- Collaborate with department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.
Key Qualifications:
- Bachelor's degree in Business, Healthcare, or related field; MBA preferred
- 10 – 15 years in quality management roles supporting multiple customer-facing teams
- 3+ years hands-on experience with Zoho CRM or similar platforms
- Exposure to quality oversight for 100+ team members
- Proven track record in drafting SOPs and delivering large-scale training
- Strong competency in data analysis, Excel, and dashboard tools
Benefits:
- Mission-driven culture committed to transforming healthcare education
- Cross-functional exposure and a seat at the strategic table
- Competitive salary, benefits, and opportunities for growth
Experience in EdTech or Healthcare domains is highly valued. Are you ready to make a meaningful impact?
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