Manager - Customer care & Experience

About The Role Manager – Customer Care & Experience We are looking for a highly analytical and execution-driven Manager – Customer Care & Experience to drive both CX strategy and Workforce Management (WFM) planning . This role requires a strong blend of data-driven problem solving, program management, and operational understanding of contact centers.

The ideal candidate will own end-to-end CX improvement charters, right from identifying customer pain points through data and VOCs, to driving cross-functional initiatives and optimizing workforce planning to deliver superior customer experience at scale.

Key Responsibilities CX Strategy & Insights:

• Deep dive into Voice of Customer (VoC) data, support interactions, and behavioral trends to identify key CX pain points.
• Leverage SQL, Excel, and data analysis to generate actionable insights and uncover improvement opportunities.
• Conduct RCA, cohort analysis, and customer journey-level deep dives to diagnose experience gaps across speed, quality, and resolution.
• Quantify impact of CX issues and improvement levers through structured problem solving.
• Build business cases and prioritize high-impact initiatives based on customer impact, scalability, and feasibility.
• Partner with Product, Ops, and Business teams to define and shape CX roadmaps.
• Own end-to-end execution of CX initiatives, from ideation to GTM and rollout.
• Collaborate cross-functionally with Product, Ops, Finance, and City teams to drive adoption and impact.
• Track key metrics, monitor performance, and drive continuous iteration post-launch.

Workforce Management (WFM) Planning

• Design and optimize agent scheduling and capacity planning models to balance customer experience and cost efficiency.
• Drive improvements in forecasting accuracy, shrinkage management, and staffing plans.
• Recommend interventions to optimize agent productivity, utilization, and attrition, while maintaining service quality.

Reporting & Governance

• Build dashboards, reports, and leadership review decks to track CX metrics, initiative progress, and business impact.
• Collaborate with leadership to prepare business reviews, highlighting insights, risks, and action plans.

Requirements

• 2-4 years of experience in business analysis and program management
• Strong in SQL, Excel, and data visualization (Power BI)
• Prompt Engineering and exposure to GenAI projects
• Excellent communication and stakeholder management skills
• Experience in conducting RCAs and cross-functional problem-solving
• Ability to work in fast-paced, ambiguous environments

Preferred Qualifications (preferable But Not Mandatory)

• B.Tech (IITs, top NITs or equivalent), MBA (IIMs, XLRI, FMS, ISB, MDI, SPJain or equivalent top-tier institutes)
• Prior experience in high-growth startups or analytics/consulting firms
• Exposure to field operations
• Domain knowledge in Food Tech/QComm, logistics, or e-commerce is a plus