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Assistant Manager - Customer Experience
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- Support the execution of departmental projects such as system enhancements, disruption management tools, and codeshare process improvements.
- Assist in documenting business processes, preparing reports, presentations, and spreadsheets, and helping define testing requirements.
- Coordinate codeshare and interline process implementation tasks, including:
- Assisting with PNR creation/validation, ensuring E-tickets, SSRs, and flight segments are in place.
- Supporting re-accommodation efforts during disruptions in collaboration with relevant teams.
- Tracking and resolving E-ticket and Teletype (TTY) synchronization issues.
- Respond to customer queries on codeshare bookings, SSRs, baggage, refunds, and other service-related matters in line with partner airline policies.
- Draft and trigger customer communication templates for codeshare scenarios, including disruption notifications.
- Liaise with internal departments such as OCC, Partnerships, AOCS, Revenue Management, and Ground Operations for operational alignment.
- Monitor system issues impacting codeshare performance and report anomalies to relevant stakeholders.
- Assist in disruption management planning by coordinating rebooking, alternate flight arrangements, and related communication.
- Follow established SOPs for handling delays, cancellations, misconnections, and denied boarding on international flights.
- Support real-time monitoring of disruption cases and assist in implementing timely resolutions with OCC and ground teams.
- Coordinate with airport teams, customer care, and partner airlines to ensure smooth handling of impacted international passengers.
- Work on system-generated alerts and templates for automated customer notifications during disruptions.
- Track and assist in resolving escalated disruption-related concerns such as refunds, compensation, and service recovery cases.
- Ensure tasks align with regulatory and legal guidelines (e.g., EC261, DGCA, DOT) under the guidance of the Manager/Lead.
- Assist in the development and refinement of self-service tools for customers (e.g., chatbots, auto-rebooking options).
- Analyze disruption data to identify trends and contribute to reports for continuous improvement planning.
- Support partnership coordination during disruptions to ensure smooth handling of shared bookings.
- Take up any additional assignments delegated by the Manager or Department Head.
- Adhere to IndiGo's safety and security standards as per the Safety Management System and Security Program.
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