CX Manager

The Customer Experience (CX) Manager will lead the Customer Experience Team, a strategic India-based organization responsible for delivering Level 1 customer support and beyond, customer advocacy, operational excellence, and continuous improvement across the customer lifecycle.

Customer Experience Leadership

• Define and execute the Customer Experience strategy aligned with business and customer priorities.
• Foster a customer-first culture focused on responsiveness, accountability, and service excellence.
• Serve as the voice of the customer by translating customer insights into actionable improvements.
• Drive initiatives that improve customer satisfaction, loyalty, and ease of doing business.
• Ensure consistent customer experiences across all supported geographies and channels.

Operational Excellence

• Lead day-to-day CX operations across customer-facing support activities.
• Ensure effective management of Missing Invoice Support, Statement of Account (SOA) Requests, Customer Portal Support, Unassigned Customer Account Management, Undelivered Email Management, Triage Queue Management, Customer Data and Name Alignment Activities, and Customer Contact Maintenance Processes.
• Establish governance models and operational controls to ensure service quality and compliance.
• Drive standardization and simplification of processes across regions.

Continuous Improvement & Transformation

• Identify process gaps and customer pain points using operational and customer data.
• Lead automation initiatives that improve efficiency and reduce manual effort.
• Drive digital adoption and self-service enablement through customer portals and workflow solutions.
• Partner with technology teams to implement scalable solutions and process enhancements.
• Champion innovation and continuous improvement across the customer support ecosystem.

Stakeholder & Customer Advocacy

• Build strong relationships with global stakeholders across Operations, Finance, Customer Service, IT, Sales, and Product teams.
• Influence cross-functional teams to resolve customer-impacting issues.
• Facilitate discussions to drive alignment on customer experience priorities.
• Advocate for customer needs while balancing business objectives and operational realities.

Data, Insights & Performance Management

• Establish and monitor operational and customer experience KPIs.
• Analyze trends, root causes, and recurring customer issues to identify improvement opportunities.
• Deliver executive-level dashboards, business reviews, and performance reports.
• Leverage data and customer feedback to drive informed decision-making.
• Ensure performance targets are achieved, and corrective action plans are implemented when required.

People Leadership Responsibilities

• Lead, coach, and develop a high-performing team of Customer Experience professionals.
• Set clear goals, expectations, and development plans.
• Create a culture of ownership, collaboration, innovation, and continuous learning.
• Build future leadership capabilities through mentoring and succession planning.
• Drive employee engagement, inclusion, and talent development initiatives.
• Manage workforce planning, hiring, onboarding, and capability-building programs.