CX Strategy Manager

Role Overview

As the CX Strategy Manager, you will be the bridge between our customers and the business. You will work with stakeholders across tech, product, category, revenue, supply chain, last mile delivery and contact centre to translate what the customer wants and needs, as well key pain points the customer faces, into clear, operating roadmaps for each team. You will partner with these teams to structurally solve through deep design. You will hold the org accountable on actual CX delivery, through driving rigour on customer-facing operating metrics. It’s a strategy and design role with deep operational exposure.

What makes the role meaty?

• Drive ops-heavy design thinking: Convert customer pain points into structured problem statements, prototype solutions, and pilot quickly.
• Identify root causes of negative CX trends using contact center and platform data; lead zero-defect and effort-reduction initiatives.
• Translate strategic CX priorities into actionable process, policy, and tech solutions across the organization.
• Build and lead the CX strategy roadmap across contact points—voice, chat, app, social, and offline experience nodes.
• Partner with tech/product to design systemic solutions that reduce escalations and increase first-touch resolution.
• Manage executive-level stakeholder alignment on customer-centric initiatives—owning CX charters in quarterly business planning.

We hope that you..

• Engineering or MBA from a Tier-1 institute (IITs, IIMs, ISB.)
• 2–3 years of experience in operations strategy / design, CX design / operations.
• Experience working in or with high-volume, distributed operations environments (e.g., ecomm, quick comm, food tech, omni-channel D2C brands).
• Strong design thinking orientation—comfortable breaking complex journeys into system-level flows.
• Strong analytical mindset—comfortable working with operations data, root cause trees, and business impact sizing.
• Experience in startups in B2C, e-commerce, logistics, or food tech with prior experience in Ops Design, Service Design, or CX innovation roles is good to have.

Why This Role is Exciting

• Create and lead customer-first experiences in one of India’s fastest-growing consumer brands.
• Operate at the intersection of strategy, design, and execution—not just advisory.
• Be part of a team that truly believes customer experience is a business differentiator, not a support function.