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Customer Experience Manager
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Customer Service Call Centre
💰 Salary Not shared
📊 Market ₹45,000–₹75,000/mo (₹540,000–₹900,000/yr)
About the Company
The Customer Experience Manager is responsible for leading and scaling contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes. The role drives operational performance, organizational capability, and customer experience strategy across CX teams, while enabling growth, efficiency, and continuous improvement.
Responsibilities
- ● Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.
- ● Define and execute customer experience strategy to meet customer needs across products, segments, and markets.
- ● Oversee team structure, workforce planning, and organizational design to support operational scalability.
- ● Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.
- ● Ensure achievement of service levels, KPIs, and operational targets through structured performance management.
- ● Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.
- ● Develop and implement business continuity plans for critical customer processes.
- ● Monitor performance trends, identify risks, and implement corrective action plans.
- ● Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.
- ● Build and maintain strong relationships with internal and external stakeholders.
- ● Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.
- ● Accountabilities
- ● Delivery of CX performance against KPIs (service levels, productivity, customer satisfaction).
- ● Organizational capability development, including leadership pipeline and team performance.
- ● Execution of strategic initiatives and continuous improvement plans.
- ● Operational resilience and continuity of customer-facing processes.
- ● Required qualification, experience & skills
- ● Bachelor's degree or equivalent experience.
- ● + years of experience in contact center management or similar leadership roles.
- ● Strong leadership and people management skills, with experience managing managers or large teams.
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