Assistant Manager Product Experience & Service Standardization

Job Purpose:

Responsible for a pivotal role in assessing, monitoring and evaluating all products (Current & New) to ensure seamless service delivery and delightful customer experience. Collaborate with relevant departments especially Marketing, GCSS and LDI & IB for establishing service standards for every product/range of products, evaluating product performance from customer perspective and ensuring consistent & exceptional service across all products. This role will also ensure that customer-facing teams adhere to a high level of service excellence, foster collaboration between departments and continuously improve CX across all products & touchpoints.

Job Responsibilities:

• Develop and implement frameworks to assess product readiness for after-sales service. Also define and implement product quality standards to ensure consistency and reliability
• Collaborate with product departments to integrate customer feedback into product improvement and establish service standards for different products to enhance customer satisfaction
• Collaborate with product development teams to conduct pre-launch serviceability assessments, monitor and improve service quality across all product categories
• Evaluate product communication, user specific documentation and service documentation for accuracy, clarity and customer-centric content. Also lead in optimizing and enhancing processes for different products, ensuring efficiency
• Analyze customer satisfaction trends and CSI/CX performance data to identify pain points and opportunities for improvement
• Conduct root cause analysis of customer complaints related to product and services to recommend actionable solution
• Collaborate with Commercial Departments (e.g. Marketing, S&D, GCSS and LDI & IB) to highlight customer experience fractures and aid in implementing action plans that address these challenges and enhance Customer Experience. Also support new business initiatives by aligning service and product standards with market needs
• Monitor and evaluate Service Channels for efficiency, compliance and customer experience and satisfaction
• Ensure that customer complaints are handled effectively and efficiently, in line with company policies and industry best practices
• Stay up to date with the latest industry trends and best practices in product quality and experience management and incorporating new methods to measure customer satisfaction
• Provide insights and recommendations on emerging trends and services that could enhance product performance and customer engagement
• Will also be responsible as Departmental Compliance POC and coordinate with respective functions
• Serve as a liaison between Customer Experience Management and Product Teams especially Marketing, S&D, GCSS and LDI & IB to ensure a unified approach towards improving customer satisfaction
• Participate in customer experience reviews and provide actionable feedback to influence service delivery improvements
• Act as Compliance Officer for CEM Department and coordinate with Complaint and Internal Audit Team

Eligibility Criteria (Education, Knowledge, Experience and Skills):

Education:

• In principle to have a minimum a bachelor’s degree in business administration, or other relevant degree.

Work Experience:

• Should have preferably 4-5 years of experience in customer care/experience, frontend, commercial or related domains.

Skills – Generic:

• Knowledge of global best practices in telecom service delivery and customer experience management
• Familiarity with industry standards for product quality, service level agreements (SLAs), and customer support processes Communication Skills:
• Excellent verbal and written communication skills, with the ability to communicate complex information to stakeholders
• Strong presentation and report-writing skills to convey customer experience insights to senior management

Skills – Job Specific:

• Experience in customer care, complaint handling and process optimization
• Proven track record in analyzing customer feedback, network performance and implementing effective action plans
• Strong analytical skills with the ability to interpret complex data and develop actionable insights
• Excellent problem-solving abilities to identify
• Demonstrated ability to work cross-functionally with technical and non-technical teams
• Leadership skills with the ability to drive initiatives, influence stakeholders, and motivate teams to deliver results