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
