Senior Manager - CX Design

About the team:

Key Responsibilities:

• Process Design

  : Can build scalable, repeatable playbooks, strong at designing SOPs, SLAs, quality metrics, and agent training systems.
• Expertise in

  CX tools

  : Must have experience of managing CRM, IVR, Chat, LMS tools.

• Customer Experience frameworks:

  Proficient in designing and improving NPS/CSAT frameworks and running VOC (voice of customer) programs.
• AI-First Thinking: Understands how to leverage AI tools like chatbots, workflow automation, and intelligent routing to scale operations and enhance CX.

• Strong collaborator across functions

  : Product, Tech, Biz, Marketing, Legal, Finance
• Effective communicator with ability to manage up, down, and across.
• People leader—motivates the team, builds high accountability, and scales with empathy.

Mindset & Values Fit

• Customer-Obsessed: Lives and breathes customer-first thinking. Feels discomfort at poor experience and moves mountains to delight customers.
• Ownership Mentality: Takes full responsibility for end-to-end results. Operates with a founder’s mindset—bias to action, solution-driven, never says “that’s not my job.
• Builder Attitude: Enjoys building from scratch—processes, teams, playbooks, and scalable systems. Can operate without a lot of structure or pre-defined answers.

Analytical & Strategic Thinking

• Data-Driven: Thinks in dashboards, metrics, and experiments. Uses data to validate hypotheses and inform strategic decisions.
• Strategic Acumen: Can balance daily execution with long-term planning; understands the trade-offs of cost, speed, and quality.
• Strong understanding of unit economics, cost optimization, and operational KPIs.

Bonus Traits (Nice to Have)

• Experience in travel & lifestyle services
• Exposure to AI-first or tech-enabled service models.

Good to have:

• 5-8 years of total experience with 2+ years in senior roles, preferably in consumer tech, premium services or hospitality businesses.
• Proven track record in driving strategic initiatives or leading process excellence in an early-stage/high-growth environment with measurable outcomes on NPS, resolution time, and retention.