Senior Manager Customer Operations
2 days ago
About Us :
About Cleartrip Launched in July 2006, Cleartrip Pvt Ltd., a Flipkart company, has emerged as India’s fastest-growing online travel technology company. In April 2021, Flipkart acquired 100% of Cleartrip’s shareholding. Cleartrip recently emerged as the no. 2 OTA player as per a recent study by VIDEC. With an aggressive plan to emerge as a leading innovator in the industry, Cleartrip is on its way to building a differentiated value proposition for its customers looking for end-to-end travel solutions. With industry-first offerings such as ‘CT Flexmax, CT Flex, and CT Upgrade’, Cleartrip has a clear vision to disrupt the OTA segment. Combining intuitive products with a customer-centric approach and a wide selection of flights and hotels, Cleartrip brings a unique selling point to the market, offering its customers convenience, choice, competitive prices, and
premium content.
About the Role :
We are seeking a dynamic and experienced Customer Experience Manager to lead the Hotel CX vertical at our call center. This role demands a deep understanding of the OTA space, strong vendor and team management capabilities, and a sharp focus on delivering superior customer outcomes. The ideal candidate will bring in operational rigor, be well-spoken, and thrive in a high-growth, high-performance environment.
Key Responsibilities:
Team Management:
Lead and manage a team of customer service agents focused on hotel-related queries, complaints, and escalations. Drive daily performance metrics: TAT, FCR, CSAT, and VOC closure.
Customer Advocacy:
Be the voice of the customer — identifying trends, pain points, and areas for improvement in the hotel booking journey. Own and resolve high-priority escalations, ensuring closure with empathy and clarity.
Vendor/Partner Management:
Manage external call center vendors — including governance, reviews, performance scorecards, and calibration. Align with vendor training, QA, and workforce planning teams to maintain consistent service quality.
Process Excellence:
Drive SOP adherence, audit readiness, and compliance across the hotel support vertical.
Collaborate with internal product, operations, and finance teams to close loops and streamline customer journeys.
CX Initiatives & Insights:
Launch CX improvement projects with measurable impact.
Generate weekly/monthly insights for stakeholders; present data-backed recommendations.
To succeed in this role – you should have the following
- 8–10 years of experience in Customer Experience / Customer Support roles, preferably in OTAs or travel-tech firms
- Hands-on experience managing hotel-related support in a B2C setup
- Prior experience in managing call center vendors / BPOs
- Excellent communication skills — both verbal and written
- Strong analytical and problem-solving skills
- Ability to manage stakeholders across levels and functions
- Comfortable working in a fast-paced, data-driven environment
- Experience in CRM tools like Freshdesk, Salesforce, or Zendesk
- Exposure to speech/text analytics tools
- Familiarity with hotel partner operations or contracting processes
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