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customer success manager - india

customer experience manager

Cleartrip

<div>
 
 
 About Us :
 
 
 
 About Cleartrip Launched in July 2006, Cleartrip Pvt Ltd., a Flipkart company, has emerged as India&rsquo;s fastest-growing online travel technology company. In April 2021, Flipkart acquired 100% of Cleartrip&rsquo;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 &lsquo;CT Flexmax, CT Flex, and CT Upgrade&rsquo;, 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 &mdash; 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 &mdash; 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 &amp; Insights:
 
 
 Launch CX improvement projects with measurable impact.
 
 
 Generate weekly/monthly insights for stakeholders; present data-backed recommendations.
 
 
 
 
 
 
 To succeed in this role &ndash; you should have the following
 
 
 
 - 8&ndash;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 &mdash; 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
 
 
 
</div>

Senior Manager Customer Operations (Emerging Hotel)

Licious

<div>
 
 
 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&rsquo;s a strategy and design role with deep operational exposure.
 
 
 
 
 
 
 What makes the role meaty?
 
 
 <ul>
 <li>
 Drive ops-heavy design thinking: Convert customer pain points into structured problem statements, prototype solutions, and pilot quickly.
 </li>
 <li>
 Identify root causes of negative CX trends using contact center and platform data; lead zero-defect and effort-reduction initiatives.
 </li>
 <li>
 Translate strategic CX priorities into actionable process, policy, and tech solutions across the organization.
 </li>
 <li>
 Build and lead the CX strategy roadmap across contact points&mdash;voice, chat, app, social, and offline experience nodes.
 </li>
 <li>
 Partner with tech/product to design systemic solutions that reduce escalations and increase first-touch resolution.
 </li>
 <li>
 Manage executive-level stakeholder alignment on customer-centric initiatives&mdash;owning CX charters in quarterly business planning.
 </li>
 </ul>
 
 
 
 
 
 We hope that you..
 
 
 <ul>
 <li>
 Engineering or MBA from a Tier-1 institute (IITs, IIMs, ISB.)
 </li>
 <li>
 2&ndash;3 years of experience in operations strategy / design, CX design / operations.
 </li>
 <li>
 Experience working in or with high-volume, distributed operations environments (e.g., ecomm, quick comm, food tech, omni-channel D2C brands).
 </li>
 <li>
 Strong design thinking orientation&mdash;comfortable breaking complex journeys into system-level flows.
 </li>
 <li>
 Strong analytical mindset&mdash;comfortable working with operations data, root cause trees, and business impact sizing.
 </li>
 <li>
 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.
 </li>
 </ul>
 
 
 
 
 
 Why This Role is Exciting
 
 
 <ul>
 <li>
 Create and lead customer-first experiences in one of India&rsquo;s fastest-growing consumer brands.
 </li>
 <li>
 Operate at the intersection of strategy, design, and execution&mdash;not just advisory.
 </li>
 <li>
 Be part of a team that truly believes customer experience is a business differentiator, not a support function.
 </li>
 </ul>
</div>

CX Strategy Manager

BiteSpeed

<div>
 
 
 
 About BiteSpeed
 
 
 
 
 
 
 
 Hey there! We are a
 
 Sequoia-backed SaaS startup
 
 building an AI-native Marketing, Support &amp; Sales suite for
 
 e-commerce brands.
 
 
 
 
 
 
 We&rsquo;re currently working with
 
 3000+ e-commerce brands
 
 globally across 50+ countries and are fortunate to have
 
 raised $5.5M+
 
 along the journey with marquee investors like Sequoia Capital India, Kunal Shah, Gaurav Munjal &amp; more backing us.
 
 
 
 
 
 
 
 
 
 Check out more about us here -
 
 https://www.bitespeed.co/ and do read through our 200+ odd 5-star reviews to get a sense of what our customers say about us here - https://apps.shopify.com/bitespeed-fb-messenger-chatbot (we openly brag about this 😉)
 
 
 
 
 
 
 
 
 
 We&rsquo;ve had some solid investors back us
 
 (making it easier for you to stalk us since you&rsquo;d do this anyway):-
 
 
 
 
 <ul>
 <li>
 
 BiteSpeed Raises USD 3.5M Funding, Led by Peak XV&rsquo;s Surge-
 
 https://www.businesswireindia.com/e-commerce-ai-startup-bitespeed-raises-usd-3-5m-funding-led-by-peak-xvs-surge-92455.html
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 E-commerce AI start-up BiteSpeed raises $3.5 million funding led by Peak XV&rsquo;s Surge-
 
 https://www.thehindubusinessline.com/info-tech/e-commerce-ai-start-up-bitespeed-raises-35-million-funding-led-by-peak-xvs-surge/article68863058.ece
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 BiteSpeed Raises $1.9 Million Seed Funding From Sequoia India's Surge-
 
 https://www.entrepreneur.com/en-in/business-news/bitespeed-raises-19-million-seed-funding-from-sequoia/418414
 </li>
 </ul>
 
 
 
 
 
 
 About the role
 
 
 
 
 
 
 
 We want to keep our
 
 customers for life
 
 . To do that, customer success is probably going to be our most important function and we want to treat it like that. So far our customer success function has been
 
 founder-led,
 
 we have a track record of 250+ 5-star reviews and the envious
 
 net negative churn
 
 (to the extent where some of our customers pay 5-10X of what they started with).
 
 
 
 
 
 We're now at a point where we&rsquo;ve scaled 10X in the past year and to do that again next year we want to double down on our existing customers. This role involves owning
 
 customer retention
 
 and making them
 
 true fans of BiteSpeed
 
 while also
 
 listening to customer feedback
 
 to form a pipe of customer insights for our product team.
 
 
 
 
 
 
 What you&rsquo;ll do
 
 
 
 
 
 <ul>
 <li>
 Your core job is to
 
 own our customer relationships
 
 , make them successful and fans of BiteSpeed.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Client onboarding, tracking product adoption
 
 for our enterprise customers, ensuring they are getting maximum value leading to
 
 upsells and expansion revenue.
 
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Becoming a
 
 trusted product advisor
 
 for our customers, helping them with all the tricks of the trade to get maximum value from BiteSpeed.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Managing
 
 cross-sells for new products and renewals
 
 , owning expansion revenue at an account level.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Building the
 
 playbook for our customer success function
 
 to scale for the next stage of growth.
 </li>
 </ul>
 
 
 
 
 
 What makes you a good fit
 
 
 
 
 
 <ul>
 <li>
 You care about delivering a
 
 service experience that parallels a Michelin star Italian restaurant.
 
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 You
 
 genuinely like helping people
 
 and making them successful.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 You have
 
 3+ years of work experience
 
 in customer success with technical understanding of the product
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 You have a
 
 genuine interest in conversations
 
 with people from different backgrounds to learn about their lives.
 </li>
 </ul>
 
 
 
 
 
 
 Salary and Location
 
 
 
 
 
 
 
 
 Location:
 
 Bangalore
 
 
 
 
 
 
 Expected CTC:
 
 We pay on top of market standards with generous ESOPs for everyone in the team.
 
 
 
 
 
 
 
 Our Way Of Life
 
 
 - https://www.notion.so/bitespeed/Way-Of-Life-At-BiteSpeed-44d9b9614d9641419da910189b1e9f8e.
 
 
 
 
 
 
 
 Our Purpose
 
 
 
 
 
 
 
 At BiteSpeed, work is personal. You could blame this on us being existential, but most of us are spending the best years of our lives doing this and we want to be purposeful about the kind of workplace we&rsquo;re trying to create.
 
 
 
 
 
 
 Our purpose is about why we&rsquo;re here and what we care about:-
 
 
 <ul>
 <li>
 Personal Transformation
 </li>
 <li>
 Wealth Creation
 </li>
 <li>
 Winning Together
 </li>
 </ul>
 
 
 
 
 
 
 Our Values
 
 
 
 
 
 
 
 Our values are about how we do what we do. Values define the right thing to do. We hire, reward and sometimes have to let go based on our values.
 
 
 
 
 
 
 We have 5 core values:-
 
 
 <ul>
 <li>
 Go Above And Beyond
 </li>
 <li>
 Making Things Happen
 </li>
 <li>
 Say It Like It Is
 </li>
 <li>
 Progress Over Perfection
 </li>
 <li>
 Don&rsquo;t Take Yourself Seriously, Take Your Work Seriously
 </li>
 </ul>
 
 
 
 
 
 
 Perks &amp; Benefits
 
 
 
 
 
 
 
 Small things we&rsquo;ve done to ensure we take care of our wellness, learning &amp; keep things fun:-
 
 
 
 
 <ul>
 <li>
 
 Health Insurance -
 
 Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Quarterly Off-sites -
 
 Quarterly off-sites are a core part of the BiteSpeed culture. Our off-sites range from intense quarter planning sessions to crazy mafia nights and competitive cricket matches (with a lot of trash talking).
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Cult Fitness Membership -
 
 All work and no play makes jack a dull boy. Cult Fit and Cult Play passes to make sure we hit the gym more often.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Personal Development -
 
 We sponsor courses, conference tickets, books on a case to case basis to ensure we&rsquo;re constantly growing.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Salary In Advance -
 
 Trust first, by default. We pay out salaries in the first week of the month.
 </li>
 </ul>
 
 
 
 
 
 How to apply?
 
 
 
 
 
 
 If this sounds interesting
 
 drop a personal note
 
 with why you'd want to work with us and what makes you a good fit on
 
 talent@bitespeed.co.
 
 
 
 
 
 
 Know someone who might be a great fit?
 
 Refer them to us
 
 , if they end up joining we'll send you an
 
 Apple Airpods Pro
 
 as a gesture of thanks!
 
 
 
 
 
 For any queries feel free to write to talent@bitespeed.co.
 
</div>

Customer Success Manager - India

PhonePe

<div>
 
 About PhonePe Limited:
 
 
 
 Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.
 
 
 PhonePe&rsquo;s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company&rsquo;s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.
 
 
 
 Culture:
 
 
 
 At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you&rsquo;re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!
 
 
 
 JD - Content / Sr Content Writer
 
 
 
 
 Ideal candidate:
 
 
 
 We are on the lookout for a dynamic Content Writer who can help PhonePe create a positive customer experience through our Help content, at every step of the Customer&rsquo;s journey. Someone who can handle various communication tasks with panache. If communication is your forte and you are eager to come on board to help us deliver a transparent and trusted customer experience, then send us your updated resume.
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Amplify the voice of PhonePe to create a positive customer experience
 </li>
 <li>
 You will help improve how PhonePe interacts with its users and work hand-in-hand with peers in User Experience Design, Business, and Creative Tech to develop breakthrough interactive concepts and content strategies
 </li>
 <li>
 Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
 </li>
 <li>
 Identify measures/communication changes that can be initiated based on analysis
 </li>
 <li>
 Measure and report performance of all analysis undertaken and assess against goals
 </li>
 <li>
 On any given day you will be involved in the development of interactive chatbot, work on new interaction models on the PhonePe App and aid 1,500+ customer support executives in delivering a customer experience that is par excellence
 </li>
 <li>
 You will also be taking on various communication requests that hit the communication team's inbox. Also, as we own customer communication, we need someone who is flexible and can easily adapt to the dynamic nature of the customer service industry
 
 
 </li>
 </ul>
 
 Key Qualifications:
 
 
 
 <ul>
 <li>
 4+ years experience in content writing, crafting videos/rich-media formats, and working with consumer internet products/apps
 </li>
 <li>
 Someone with deep understanding of customer psychology and is armed with strong narrative skills
 </li>
 <li>
 A candidate who can cogently and passionately present and defend creative work/ideas, which improve CX
 </li>
 <li>
 A communication specialist who can collaborate with multiple verticals/teams
 </li>
 <li>
 Should be well versed with Microsoft Excel, Powerpoint and Word, popular Content Management Systems
 </li>
 <li>
 Experience in working with a customer experience teams will be an advantage
 
 
 </li>
 </ul>
 The key focus of this role is on aligning communication to customer expectations.
 
 
 
 PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)
 
 
 
 <ul>
 <li>
 Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
 </li>
 <li>
 Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
 </li>
 <li>
 Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
 </li>
 <li>
 Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
 </li>
 <li>
 Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
 </li>
 <li>
 Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
 
 
 </li>
 </ul>
 
 
 Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process,
 
 
 
 
 please fill out this form.
 
 
 
 
 
 
 Read more about PhonePe
 
 
 
 
 on our blog
 
 
 
 
 .
 
 
 
 
 
 Life at PhonePe
 
 
 
 
 PhonePe in the news
 
</div>

Customer Experience Content Writer

Weekday AI (YC W21)

<div>
 
 This role is for one of the Weekday's clients
 
 
 
 
 Salary range: Rs 1500000 - Rs 2000000 (ie INR 15-20 LPA)
 
 
 
 Min Experience: 1 years
 
 
 Location: Bengaluru
 
 
 JobType: full-time
 
 
 We're seeking a first-principles product thinker who deeply understands user journeys and is passionate about elevating the
 
 post-purchase customer experience
 
 through technology. You should have a strong grasp of customer behavior, CX, and operational excellence, with prior experience in
 
 B2C e-commerce environments
 
 .
 
 
 
 Requirements
 
 
 
 You'll be a great fit if you are:
 
 
 <ul>
 <li>
 A pet parent who brings empathy and firsthand understanding of pet care needs.
 </li>
 <li>
 Passionate about building intuitive, high-impact, user-facing services.
 </li>
 <li>
 Comfortable in environments that require high ownership, collaboration, and cross-functional alignment.
 </li>
 <li>
 A collaborative leader and strong advocate for the customer, capable of uniting teams around shared goals.
 </li>
 <li>
 Data-savvy, with the ability to define metrics, analyze user behavior, design experiments, and iterate quickly.
 </li>
 <li>
 Experienced with 2-3 years in product management, ideally within e-commerce or retail technology.
 
 
 </li>
 </ul>
 
 
 Why You'll Love This Role
 
 
 
 
 <ul>
 <li>
 Pet-Centric Culture: Your empathy as a pet parent is valued and celebrated&mdash;it's a core requirement.
 </li>
 <li>
 Shape a Growing Industry: Contribute to a rapidly expanding 25% CAGR pet care market, backed by strong industry momentum.
 </li>
 <li>
 Impact That Matters: Improve post-purchase experiences, streamline query resolution, and empower customer support teams&mdash;creating meaningful outcomes for pet families.
 
 
 </li>
 </ul>
 
 Skills &amp; Expertise
 
 
 
 <ul>
 <li>
 Product Management
 </li>
 <li>
 Customer Experience (CX)
 </li>
 <li>
 E-commerce / Retail Tech
 </li>
 <li>
 Data-Driven Problem Solving
 </li>
 <li>
 Cross-Functional Collaboration
 </li>
 </ul>
</div>

Product Manager - Customer Experience

Tata Communications

<div>
 
 About The Company
 
 
 
 Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 
 
 
 Job Summary
 
 
 
 The role is responsible for driving deeper and wider customer engagements within the
 
 Unified Communication &amp; Collaboration
 
 (UCC) domain, with the objective of identifying and developing growth opportunities. This position requires building trusted client relationships, understanding customer requirements, and helping them solve critical business challenges. It is a
 
 tactical role
 
 that contributes to defining operating plans based on business strategy, significantly impacting the mid-term business results.
 
 
 
 Key Responsibilities
 
 
 
 
 Strategy &amp; Business Development:
 
 
 
 &Oslash; Develop and execute the
 
 growth strategy
 
 and
 
 go-to-market (GTM) strategy
 
 for the assigned product portfolio in the region.
 
 
 &Oslash; Recognize
 
 high-potential customers
 
 and build
 
 long-term alliances
 
 to drive revenue growth.
 
 
 
 Customer Engagement &amp; Solutioning
 
 
 
 &Oslash; Understand and analyze client requirements to determine the best solution fit and create a
 
 compelling business proposition
 
 .
 
 
 &Oslash; Lead
 
 technical discussions
 
 with clients alongside the
 
 technical architect team
 
 .
 
 
 &Oslash; Provide
 
 strategic insights
 
 to internal stakeholders (Solutions, SME, Product teams) to enhance proposals.
 
 
 
 Revenue &amp; Pipeline Management
 
 
 
 &Oslash; Drive
 
 pipeline growth
 
 and
 
 deliver revenue targets
 
 through proactive business development efforts.
 
 
 &Oslash; Lead
 
 client negotiations
 
 , manage
 
 deal progression
 
 , and ensure seamless closure by aligning cross-functional teams (BD, Bid Management, Solutions, Legal, Commercial, etc.).
 
 
 &Oslash; Identify internal bottlenecks in
 
 product &amp; solution teams
 
 and facilitate periodic bid calls between Sales, Legal, Commercial, Solution, and Product teams to accelerate key opportunities and drive faster closures.
 
 
 
 Qualifications &amp; Experience
 
 
 
 &Oslash;
 
 Enterprise sales experience
 
 in technology services.
 
 
 &Oslash; Experience working with
 
 telecom, hardware, software, applications, or cloud services
 
 in an
 
 account management
 
 capacity.
 
 
 
 Desired Skill Set
 
 
 
 &Oslash; Proven ability to combine
 
 business acumen
 
 with
 
 technology knowledge
 
 to align customer challenges with technology solutions.
 
 
 &Oslash; Strong understanding of
 
 enterprise networking trends
 
 and the competitive landscape within which Tata Communications operates.
 
 
 &Oslash; Excellent
 
 communication and collaboration skills
 
 , including
 
 relationship building, negotiation, organizational, and presentation abilities
 
 .
 
 
 &Oslash; Ability to
 
 influence without authority
 
 and drive alignment across teams.
</div>

Sr Manager - Customer Interaction Suite

<div>
 
 At Licious, we are reimagining how India experiences meat and seafood. We&rsquo;re building a category-defining D2C brand that thrives on consumer obsession, operational excellence, and high-velocity decision-making. As we scale, we&rsquo;re looking for a
 
 Leader of CX Design &amp; Strategy
 
 to design and deliver delightful experiences across all customer touch points - in app, at delivery, at our physical stores - ones that are not only empathetic but operationally executable in a complex, high-volume environment. Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on&hellip;
 
 
 
 
 
 
 Role Overview
 
 
 
 As the
 
 Leader of CX Design &amp; Strategy
 
 , 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&rsquo;s a strategy and design leadership role with deep operational exposure.
 
 
 
 
 
 
 What makes the role meaty?
 
 
 
 ● Create and lead customer-first experiences in one of India&rsquo;s fastest-growing consumer
 
 
 brands.
 
 
 ● Operate at the intersection of strategy, design, and execution&mdash;not just advisory.
 
 
 ● Partner with cross-functional teams (Product, Tech, Operations, Supply Chain, and
 
 
 Category) to define and prioritize customer journeys and service interventions.
 
 
 ● Build and lead the CX strategy roadmap across contact points&mdash;voice, chat, app, social,
 
 
 and offline experience nodes.
 
 
 ● 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.
 
 
 ● 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&mdash;owning CX
 
 
 charters in quarterly business planning.
 
 
 ● Translate strategic CX priorities into actionable process, policy, and tech solutions
 
 
 across the organization.
 
 
 
 
 
 
 We hope that you..
 
 
 
 ● Experience in B2C, e-commerce, logistics, or food tech environments.
 
 
 ● Background in Ops Design, Service Design, or CX innovation roles.
 
 
 ● 2-3 experience in a top consulting company is big plus
 
 
 ● MBA from a Tier-1 institute (IIMs, ISB.) &ndash; mandatory
 
 
 ● 5&ndash;6 years of experience in strategy, operations strategy / design, CX design / strategy
 
 
 ● 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&mdash;comfortable breaking complex journeys into
 
 
 system-level flows.
 
 
 ● Proven ability to influence cross-functional stakeholders and drive change through
 
 
 narrative and data.
 
 
 ● Strong analytical mindset&mdash;comfortable working with operations data, root cause trees, and
 
 
 business impact sizing.
 
 
 
</div>

Leader of Customer Experience

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