Customer Experience Manager

Role Overview

Responsible for end-to-end ownership of the customer experience function across chat, email, AI calling across marketplace and D2C channels.

What You Will Do

Governance & Performance Management, Performance Delivery, Partner Management, Channel & Automation Management, Consumer Insights & Voice of the Customer, Continuous Improvement, Multi-Market Service, Cross-Functional Coordination, Governance Cadence, Knowledge & Quality.

Why It Might Be a Fit

6-8 years of experience in Customer Service operations, minimum 2 years in a startup/D2C environment, proven experience managing customers across the USA or India markets, experience managing customer service for marketplace and D2C channels and analyzing customer feedback, complaints, and reviews.

Requirements

• Graduate/Diploma (10+2+3/10+3)
• English (spoken and written); Spoken Hindi (neutral accent)
• 6-8 years of experience in Customer Service operations
• Minimum 2 years in a startup/D2C environment
• Proven experience managing customers across the USA or India markets
• Experience managing customer service for marketplace and D2C channels and analyzing customer feedback, complaints, and reviews