We are looking for a highly motivated and experienced Customer Experience Manager to join our team. The ideal candidate will be responsible for creating strategic programs that enhance customer satisfaction, improve operational efficiency, and drive product adoption. You will collaborate closely with leadership, product, engineering, marketing and customer experience teams to ensure a seamless and best-in-class customer journey.

Key Responsibilities:

• Influence Strategy: Develop and execute strategic programs to enhance Customer Experience, working closely with cross-functional teams to drive key success metrics.
• Product and Process Development: Collaborate with product, process, and tools teams to improve operational efficiency and streamline user experiences.
• Customer Experience Design: Manage product roadmaps and sprint prioritizations in partnership with development and engineering teams to elevate the customer experience.
• Data-Driven Improvement: Analyze customer feedback, NPS data, surveys, and trends to identify areas for product improvement, process optimization, and workflow enhancements.
• Stakeholder Coordination: Communicate the customer perspective to internal stakeholders and ensure processes align with customer-centric values.
• Operational Framework: Expand the end-to-end customer experience across multiple channels (email, chat, call, self-help) to create a seamless and effortless customer journey.
• Consultative Role: Serve as a key advisor on customer experience initiatives, helping to prioritize and design projects while measuring outcomes effectively.
• Vendor Collaboration: Partner with external vendors to integrate cutting-edge technology that reduces costs, boosts operational efficiencies, and enhances user experiences.
• KPI Management: Establish benchmarks and KPIs to assess and continuously improve customer satisfaction and product adoption.

Qualitative Skills:

• Goal-driven and eager to achieve stretch objectives.
• Strong ability to build relationships and collaborate across teams to achieve desired outcomes.
• Effective at task prioritization and team support to ensure high-quality deliverables.
• Excellent communication and delegation skills to articulate goals, set priorities, and ensure alignment.
• Proactive in providing data-driven insights for decision-making and offering constructive feedback.
• Innovative thinker with the ability to propose new approaches to improve results.
• Ability to identify and mitigate risks within work areas.
• Strong engagement skills to foster team collaboration and resolve operational issues.

Requirements:

• Educational Background: Graduate/MBA with 8+ years of experience in the customer experience domain. Experience in a startup environment is a plus.
• Strategic Thinking: Capable of thinking strategically about customer-centric solutions and platform improvements.
• Data-Driven Problem Solving: Strong analytical skills with a proven ability to derive actionable insights from data to solve complex problems.
• Execution Focus: Ability to translate strategies into executable roadmaps and measurable results.
• Customer-First Attitude: Deep understanding of and empathy for customer needs, with a strong customer-first mindset.
• Project Management: Experience managing strategic cross-functional projects and teams.

Join us to make a significant impact on customer experience by driving operational excellence and ensuring customer satisfaction at every touchpoint.