Senior Customer Experience Manager

23 hours ago

Meerut, Uttar Pradesh, India beBeeConsumerService Full time ₹ 10,00,000 - ₹ 15,00,000
Customer Service Operations Specialist

We are looking for an experienced Customer Service Operations Specialist to ensure a premium customer experience across all channels in Emerging Markets.

The successful candidate will be responsible for managing BPO/vendor operations, driving targets, and aligning processes. They will also monitor key performance indicators (KPIs) such as NPS, AHT, case backlogs, service levels, and quality standards.

Key Responsibilities:
  • Ensure a premium CS experience across all channels in Emerging Markets
  • Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
  • Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors (monthly/quarterly/annual)
  • Optimize processes and implement rollouts/new functionalities across regions
  • Support people management by guiding vendor team structures & workload efficiency
Required Skills and Qualifications:
  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience
Benefits:
  • Results-driven with strong problem-solving & risk management abilities
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)

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