Senior Manager - CxPx

Senior Manager – CxPx

Location: Noida

Experience: 1.5–2 years

Function: Customer & Partner Experience / Operations

About the Role

We are looking for a Senior Manager – CxPx to own and drive operations for one of Urban Company's critical customer and partner experience functions.

CxPx manages customer and partner escalations through a combination of agents and bots. This role will primarily focus on the operations side of the function, with responsibility for driving operational efficiency, productivity, and overall execution.

Key Responsibilities

• Own agent operations, including headcount planning, scheduling, and placement.
• Track and drive productivity and performance metrics across agents, products, and tickets.
• Work closely with cross-functional teams to resolve operational challenges related to fulfillment, no-shows, and partner issues.
• Identify operational gaps and drive initiatives to improve efficiency and customer/partner experience.
• Balance a strong customer experience (CX) lens with sharp operational execution.
• Take end-to-end ownership of operational processes and ensure timely resolution of escalations.

What We're Looking For

• 1.5–2 years of experience in Operations; Cx/Ops experience is preferred.
• Strong hands-on exposure to operations, preferably in customer experience, partner experience, or related functions.
• Candidates with product-side CX experience are also encouraged to apply.
• Strong problem-solving and execution skills, with the ability to work in a fast-paced environment.
• Strong customer-centric mindset with an understanding of operational metrics and processes.
• Candidates from Tier 1 and Tier 2 institutes are welcome to apply.

What You'll Get to Work On

• Drive operational excellence across a high-impact customer and partner experience function.
• Solve complex, on-ground operational challenges.
• Work closely with multiple teams to improve processes and customer/partner outcomes.
• Operate in a fast-paced environment with significant ownership and responsibility.

Location: Noida

Experience: 1.5–2 years

Apply here: https://lnkd.in/gj8ufMgr