Manager, Customer Experience

The
Manager, Customer Experience & Support Operations
plays a pivotal role in guaranteeing a seamless and high-quality experience for both drivers and passengers. This leadership position involves managing a dedicated team and is essential for upholding operational efficiency and fostering service enhancements through close collaboration with various cross-functional teams. The ideal candidate will be a proactive, data-driven leader possessing a robust background in customer service, operations, and stakeholder management, coupled with a paramount customer-first mindset.

Key Responsibilities

• Team Leadership & Operational Management
  : Lead, mentor, and supervise the customer experience and support team. Oversee daily operations, including structured shift planning & handovers using prepared reports and slides. Ensure minimum staffing levels are met across all shifts. Maintain a daily task tracker by completing, checking, and escalating unresolved issues.
• Driver & Partner Support:
  Collaborate directly with the driver team to identify and resolve performance issues, providing guidance and suggesting corrective training. Support partner bookings and VIP clients to ensure proper handling and timely driver assignments.
• Performance Monitoring & Reporting:
  Monitor key performance indicators (KPIs) such as response time, resolution rate, Net Promoter Score (NPS), and Customer Satisfaction (CSAT). Prepare and submit daily, weekly, and monthly reports summarizing shift activities, challenges, and key metrics for senior management.
• Data-Driven Improvements:
  Work closely with the data team to analyze insights to identify trends. Proactively analyze recurring issues and propose long-term solutions to enhance the driver and passenger experience. Be a strong thought leader and partner for app based and product based improvements.
• Issue Escalation & Resolution:
  Act as a final point of escalation for critical cases, including delays, driver/passenger disputes, and other high-priority issues. Ensure all cases are resolved following established SOPs. Maintain accurate case logs in the Control Tower system for visibility and follow-up.
• Cross-Functional Collaboration:
  Partner with the Product Manager to raise Jira tickets for bug fixes and enhancement requests. Work closely with the Business and Operations teams to align support efforts with company goals and objectives.
• Process Enhancement:
  Continuously improve workflows, standard operating procedures (SOPs), and communication channels to enhance service quality and efficiency.

Qualifications

• Experience:
• 5+ years of experience in a customer service, operations, or CRM management role, with at least 2-3 years in a managerial capacity. Experience in the ride-hailing or e-commerce industries is a significant advantage.

• Degree Holder

• Technical Skills:

• Proficiency in Google Workspace (Docs, Sheets, Slides, Gmail), especially Gsheet is essential. Experience interpreting data reports and dashboards, specifically in platforms like Looker Studio.
• Proficiency with Salesforce or other similar CRM platforms is an advantage
• Building powerful user stories/insights via slides and presentations is an advantage.
• Familiarity with Jira or other ticketing systems is a good thing to have.

Core Values :

• Customer-Centricity:
• Strong commitment to a customer-first mindset, leading by example.
• Outstanding communication and stakeholder management abilities.

• Proactive and meticulous in approach, always seeking improvements.

• Leadership & Management:

• Strong thought leader with dedication and passion.
• Proven skills in team management, shift planning, and mentoring.

• Ability to lead by example and keep managers and leaders updated.

• Problem-Solving & Collaboration:

• Outstanding problem-solving skills.

• Ability to collaborate effectively with diverse teams (Product, Data, Business, Operations, Customer Happiness).

• Operational Excellence:

• Responsible and consistently delivers on time.
• Knowledge of user journey management and app-based experience is essential.