Customer Experience Operations

About the Role:

As a CX Operations, you will be responsible for overseeing the day-to-day activities of a business or organization to ensure its smooth functioning. You will coordinate effectively between multiple internal and external teams and ensure governance of processes.

Key Responsibilities:

Operational Management

• Oversee and manage daily operations for respective categories to ensure the seamless execution of activities
• Take ownership of day-to-day operational tasks, ensuring efficient workflow and timely resolution of issues
• Ensure daily/weekly data analysis and reporting of performance and insights.
• Own breach metrics for the respective categories and ensure that the defined goals are met

Team Collaboration and Coordination

• Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution
• Work with the Design team to showcase the number of customer contacts to internal stakeholders on key issues to get them prioritized.
• Work with the design team on new process changes and ensure SOPs are updated regularly.
• Maintain open communication with leaders to escalate and seek timely support for resolving any pending customer issues

Customer Escalations and Resolution

• Work with the internal and external stakeholders to resolve escalated cases within agreed service-level agreements (SLAs).
• Take full ownership of resolving customer issues with the highest priority.
• Work with the design team to do RCAs on critical escalations and take corrective actions to avoid such escalations in the future

Process Improvement and Feedback

• Monitor daily activities to identify process gaps and collaborate with the internal CX team to mitigate them
• Suggest changes to existing SOPs and Ops processes to increase efficiency and reduce errors

Skills & Qualifications:

• A bachelor's degree in any discipline.
• 8 - 10+ years of overall experience in a corporate or business environment, with a minimum of 5 - 6 years in a supervisory role overseeing small to mid-scale operations. Experience in control tower setup is a must have.
• Experience in the Travel and Credit Cards sector is a plus.
• Exceptional customer service abilities.
• Strong written and verbal communication skills, with the capability to convey complex concepts clearly and concisely.
• Ability to work independently as well as collaboratively with cross-functional teams.
• Proficiency in data analysis, trend identification, and basic tools such as Excel, Word, and PowerPoint, along with a solid understanding of tools and technology used by the Customer Experience team.
• Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines.
• Strong time management skills, with the ability to prioritize tasks effectively.
• Effective problem-solving skills, including troubleshooting operational issues and optimizing processes and workflows.