Senior Manager - Strategy - Customer Experience & Care
About the Role:
We are looking for a strategic and impact-driven Senior Manager - Customer Care & Experience (Designation: Senior Manager, Grade: 8) to lead end-to-end CX strategy across customer care, product, automation, and refund experiences.
This role goes beyond problem identification-it requires owning large, ambiguous problem spaces, defining long-term strategy, and driving org-wide alignment to deliver step-change improvements in customer experience, cost efficiency, and scalability. The ideal candidate combines strong analytical depth, product thinking, and exceptional stakeholder influence, along with the ability to lead and develop high-performing teams.
Key Responsibilities:
CX & Customer Care Strategy:
. Own and define the overall Customer Care & Experience strategy, identifying key levers to improve CSAT, resolution speed, and experience consistency. . Synthesize insights from VoC, support data, and behavioral trends to shape long-term CX roadmaps. . Lead structured problem solving across high-impact CX gaps and drive org-wide alignment on priorities. . Partner with Product teams to define and drive CX product strategy, including chatbot, self-serve, and agent-assist solutions. . Identify and scale automation opportunities to reduce contact rate and improve resolution efficiency. . Ensure strong feedback loops from operations to product to continuously refine customer journeys. . Lead end-to-end opportunity sizing, business case development, and prioritization of initiatives across CX charters. . Design experiments, define success metrics, track impact, and ensure resources are aligned to the highest ROI initiatives.
Customer Refund Strategy:
. Own and evolve the customer refund and compensation strategy, balancing customer satisfaction with business guardrails. . Drive data-backed decisions on refund policies, guardrails, and experimentation frameworks. . Partner with Finance, Business, and Ops to ensure sustainable and scalable execution.
Program Leadership & Cross-Functional Influence:
. Drive execution of large-scale, cross-functional initiatives across Product, Ops, Finance, and Business teams. . Influence senior stakeholders and leadership to align on strategy, trade-offs, and execution plans. . Ensure strong governance, tracking, and continuous iteration of key programs.
Team Leadership & People Development:
. Build, lead, and mentor a high-performing team of analysts and managers. . Set clear goals, drive accountability, and foster a culture of data-driven decision making and ownership. . Invest in team capability building across analytics, problem solving, and stakeholder management.
Leadership Reporting & Governance:
. Own business reviews and leadership updates, articulating CX performance, strategic priorities, and risks. . Build executive-level narratives that connect customer experience with business outcomes.
Requirements:
. 6-10 years of experience in CX strategy, product strategy, consulting, or analytics-driven roles . Strong expertise in SQL, data analysis, and structured problem solving . Experience in executing GenAI projects . Proven track record of leading large, ambiguous problem statements and driving business impact . Experience in managing teams and leading cross-functional initiatives at scale . Exceptional stakeholder management and influence across senior leadership . Strong communication and storytelling skills
Preferred Qualifications (Good to Have):
. 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
