Manager- Customer Experience/NPS/process Excellence/project Management

Manager- Customer Experience/NPS/process Excellence/project Management

Manager- Customer Experience/NPS/process Excellence/project Management

Manager- Customer Experience/nps/process Excellence/project Management

Right Track Corporate Service

 6 - 10 yrs  


Job Description


  • Manager - Customer Experience/NPS/Process Excellence/ Project Management - Six Sigma CertifiedJob Description - 

    We are looking for someone who will focus on the end-to-end customer journey, focus on the pain points / areas of improvement and solve for reducing overall customer effort across touch points

    The projects identified would be cross-functional and it is essential that the person has strong analytical skills to spot trends in data; conceptual & problem-solving skills must excel at cross-functional collaboration and communicate well

    Must have a bias for action and exploring alternatives

    KPIs : 

    - Focus on improving key customer satisfaction metrics like NPS and Service quality

    - Drive implementation of identified cross functional initiatives through a mix of projects and small improvements

    - Build departmental objectives for team, devising KPIs for team members & track progress against both, taking corrective steps wherever necessary

    - Demonstrate innovation in quality methodology & processes

    - Drive adherence to all the processes defined to match business requirements

    - Strong problem solving and trouble shooting skills and an ability to come up with creative solutions to impossible-to-solve problems

    - Own overall relationship with customers and partners, customer experience and facilitate organic growth

    - Establish yourself and the team as a trusted/strategic advisor for all customers/partners and drive continued value for our products & services

    - Take ownership of customers issues and resolution

    - Focus on customer needs/issues cross-departmentally

    - Recruit, mentor and develop a strong team and nurture an environment where they can excel through encouragement and empowerment

    - Work with Management to establish critical goals, or other key performance indicators and aid in achieving organizations goals

    - Design and develop operational controls and metrics to ensure that the results match the desired outcomes. Constantly keeping track of customer satisfaction and improvising to reach new highs.

    - Control resources and utilise assets to achieve qualitative and quantitative targets.

Salary: Not Disclosed by Recruiter

Industry:IT-Software, Software Services

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Operations

Role:Operations Manager

Employment Type:Permanent Job, Full Time

URL For Applying :