Manager Customer Care & Experience
About The Role
We are looking for a highly analytical and execution-driven
Manager Customer Care & Experience to drive both
CX strategy and Workforce Management (WFM) planning . This role requires a strong blend of data-driven problem solving, program management, and operational understanding of contact centers.
The ideal candidate will own end-to-end CX improvement charters, right from identifying customer pain points through data and VOCs, to driving cross-functional initiatives and optimizing workforce planning to deliver superior customer experience at scale.
Key Responsibilities:CX Strategy & Insights:
- Deep dive into Voice of Customer (VoC) data, support interactions, and behavioral trends to identify key CX pain points.
- Leverage SQL, Excel, and data analysis to generate actionable insights and uncover improvement opportunities.
- Conduct RCA, cohort analysis, and customer journey-level deep dives to diagnose experience gaps across speed, quality, and resolution.
- Quantify impact of CX issues and improvement levers through structured problem solving.
- Build business cases and prioritize high-impact initiatives based on customer impact, scalability, and feasibility.
- Partner with Product, Ops, and Business teams to define and shape CX roadmaps.
- Own end-to-end execution of CX initiatives, from ideation to GTM and rollout .
- Collaborate cross-functionally with Product, Ops, Finance, and City teams to drive adoption and impact.
- Track key metrics, monitor performance, and drive continuous iteration post-launch.
Workforce Management (WFM) Planning
- Design and optimize agent scheduling and capacity planning models to balance customer experience and cost efficiency.
- Drive improvements in forecasting accuracy, shrinkage management, and staffing plans .
- Recommend interventions to optimize agent productivity, utilization, and attrition , while maintaining service quality.
Reporting & Governance
- Build dashboards, reports, and leadership review decks to track CX metrics, initiative progress, and business impact.
- Collaborate with leadership to prepare business reviews , highlighting insights, risks, and action plans.
Requirements
- 2-4 years of experience in business analysis and program management
- Strong in SQL, Excel, and data visualization (Power BI)
- Prompt Engineering and exposure to GenAI projects
- Excellent communication and stakeholder management skills
- Experience in conducting RCAs and cross-functional problem-solving
- Ability to work in fast-paced, ambiguous environments
Preferred Qualifications (preferable But Not Mandatory)
- B.Tech (IITs, top NITs or equivalent), MBA (IIMs, XLRI, FMS, ISB, MDI, SPJain or equivalent top-tier institutes)
- Prior experience in high-growth startups or analytics/consulting firms
- Exposure to field operations
- Domain knowledge in Food Tech/QComm, logistics, or e-commerce is a plus
