# Manager – Customer Experience (Queries)

**Company**: Diageo
**Location**: Bangalore
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service

**Apply**: https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Bangalore-India/Manager---Order-Enquiries--Resolution_JR1129907?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/manager-customer-experience-queries-f6780a48-db2/

## Description

### Job Description

As Manager – Customer Experience (Queries), you will be the expert owner of customer query, orders, dispute and claim resolution across your markets, and a driving force behind improving and transforming how that work is done. This is an individual contributor role: you are accountable for service performance , speed, quality and customer satisfaction , and for reducing the volume and root causes of queries over time.

### Key Responsibilities:

- Lead the end-to-end transformation of Order-to-Cash and customer service across people, process, technology and data , lifting service levels and reducing cost-to-serve across markets.

- Own process and technology solution transformation from design and business case through build, deployment and adoption, ensuring measurable service and efficiency gains.

- Drive continuous-improvement initiatives that embed a culture of ongoing improvement across query, dispute and claim resolution.

- Identify and eliminate the root causes of recurring queries, partnering with upstream O2C, master data and commercial teams to fix them at source.

- Use data and insight to track performance, prioritise improvements and report to senior stakeholders.

- Act as a subject-matter resource for the team on query-resolution best practice, helping embed standard ways of working as the market footprint grows.

### Experience / Skills Required:

#### Essential:

- 10–12+ years' experience in Order-to-Cash, with deep end-to-end process knowledge.

- Proven track record of delivering transformation and change in an O2C or shared-services environment.

- Experience managing senior stakeholders across multiple markets.

- Strong analytical, data-driven approach to performance improvement.

- Excellent communication and stakeholder-influencing skills.

#### Preferred:

- Lean / Six Sigma qualification, or demonstrable process-improvement experience.

- Customer service, query or dispute-management experience.

- Experience operating across multiple international markets.

### Working with Us

We offer flexibility to support your wellbeing and balance your priorities. We also recognise and value performance, offering a highly competitive Rewards and Benefits package.

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## Skills

### Required
- Order-to-Cash
- process transformation
- data analysis
- stakeholder management
- communication

### Nice to have
- Lean / Six Sigma
- customer service
- dispute management
- international markets

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Source: [Apply at diageo.wd3.myworkdayjobs.com](https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Bangalore-India/Manager---Order-Enquiries--Resolution_JR1129907?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)