Manager – Customer Experience

Job Description

Manager – Customer Experience

Location: Jaipur (with occasional travel to Bangalore, if required)

Working Days: 6 Days from Office

Reporting To: Director – Customer Experience

About ALLEN Digital

Allen Digital is the outcome of a strategic partnership between Allen Careers Institute and Bodhi Tree Systems, focused on enabling technology-driven education for millions of students. With 36+ years of academic leadership, ALLEN continues to expand its digital ecosystem for NEET, JEE, Olympiads, and school preparation, delivering high-quality learning experiences to students and parents across India

Role Summary

We are looking for a results-driven Manager – Customer Experience to lead the Support (Voice/Non-Voice) function for ALLEN Digital. This role will be responsible for ensuring SLA adherence, resolution quality, and stakeholder coordination across student lifecycle journeys.

The incumbent will play a critical role in driving customer satisfaction, reducing escalations through systemic improvements, managing vendor-led support operations, and building strong operational governance frameworks.

Key Responsibilities

Escalation Management

• Lead Email Support and L2 Escalations teams to achieve defined SLAs, productivity, and quality benchmarks.
• Ensure timely resolution of complex student/parent issues across academic, technical, and administrative domains.
• Monitor queues, workloads, and resolution pipelines to maintain optimal turnaround time (TAT).
• Manage escalations from internal teams, leadership, and external stakeholders.
• Drive governance and review mechanisms for escalation handling across internal and vendor-managed operations.
• Ensure proper escalation tracking, RCA documentation, and closure effectiveness.

Inbound/Outbound Operations & Vendor Management.

• Lead inbound/outbound voice operations through vendor management, ensuring alignment with defined business SLAs and customer experience standards.
• Manage vendor performance through KRAs, KPIs, governance reviews, and operational audits.
• Drive workforce planning, roster adherence, shrinkage management, and productivity optimization in coordination with vendor partners.
• Ensure consistent quality delivery across voice support channels.
• Drive sales-assist support through inbound channels to improve conversions and revenue impact.
• Monitor vendor utilization, service levels, call quality, and escalation trends to ensure operational efficiency.
• Collaborate with vendor leadership teams on process improvements, training effectiveness, and performance enhancement initiatives

Customer Experience & Service Excellence

• Ensure consistent delivery of high-quality responses aligned with ALLEN brand tone and CX standards.
• Identify root causes of recurring issues and drive cross-functional resolution with Product, Academics, Sales, Operations, and Vendor teams.
• Act as the voice of the customer across all escalation modes and support channels.
• Improve First Contact Resolution (FCR) and reduce repeat contacts through process improvements and systemic fixes.
• Drive customer-centric initiatives to enhance student and parent experience across onboarding, learning, and support journeys.
• Ensure seamless coordination between internal and vendor-managed support functions for consistent customer experience delivery.

Performance, Governance & Reporting

• Track and publish daily/weekly/monthly dashboards covering SLAs, productivity, quality, escalation metrics, and vendor performance.
• Define KPIs for AMs, SMEs, team members, and vendor teams, including response time, resolution TAT, CSAT, productivity, and utilization metrics.
• Build issue trackers and feedback loops for leadership and stakeholders.
• Conduct regular governance reviews with vendors and internal stakeholders to drive accountability and performance improvements.
• Support capacity planning and staffing models during peak admission and academic cycles.
• Drive data-backed decision making through trend analysis and operational insights.

Process Improvement & Knowledge Management

• Refine SOPs, escalation matrices, workflows, and vendor governance processes to improve efficiency and customer satisfaction.
• Partner with Quality and Training teams to enhance agent capability, communication standards, and process adherence.
• Develop knowledge base content and ensure operational readiness for new product launches, campaigns, and academic cycles.
• Identify automation and process optimization opportunities to improve support efficiency and reduce manual dependency.
• Ensure process compliance across both internal and vendor-managed operations.

Stakeholder Collaboration

• Work closely with Sales, Academics, Product, Marketing, Tech, Operations, and Vendor partners to resolve systemic issues.
• Facilitate cross-functional alignment to improve customer journeys across onboarding, learning, payments, and support phases.
• Provide actionable insights and VOC trends to leadership for experience improvement initiatives.
• Drive collaboration between internal and external stakeholders to ensure smooth execution of operational priorities.

Team Management

• Lead and mentor AMs, SMEs, team members, and vendor stakeholders.
• Manage performance reviews, coaching plans, and capability development initiatives.
• Foster a high-ownership, customer-first, and performance-driven culture.
• Drive team engagement, succession planning, and leadership development within the function.

Key Metrics of Success

• SLA adherence
• Escalation closure effectiveness
• CSAT / NPS improvement
• Repeat contact reduction
• Productivity and utilization metrics
• Vendor performance adherence
• Stakeholder satisfaction
• First Contact Resolution (FCR) improvement

Candidate Requirements

• 7 - 10 years of experience in Customer Experience / Customer Operations / Contact Center roles.
• Minimum 3 years of team handling experience at Manager/Deputy Manager level.
• Experience managing support operations across both Voice and Non-Voice channels.
• Strong experience in vendor management and governance for customer support operations.
• Experience in the EdTech or service industry will be an added advantage.

Skills & Competencies

• Strong analytical and process-oriented mindset with data-driven decision making.
• Excellent stakeholder management and communication skills.
• Strong vendor management and operational governance capabilities.
• Ability to manage ambiguity and drive outcomes through collaboration.
• Proficiency in Excel / Google Sheets and reporting tools.
• Strong problem-solving and root-cause analysis capability.
• Leadership ability with focus on coaching and team development.

Education: Bachelor's degree required (Business, Engineering, or related field preferred).