Assistant Manager - Customer Experience & Strategy

Namma Yatri; Bengaluru; On-site; INR 900,000 - 1,600,000; Full time

Job summary

Namma Yatri is seeking an Assistant Manager to lead Customer Experience & Strategy, focusing on building processes, training teams, and collaborating with Product to enhance the customer journey.

The role emphasizes coaching CX executives, developing SOPs, measuring CX metrics, and driving improvements in a fast-paced startup environment.

Qualifications

• 2–3 years of experience in Customer Experience, Support, Operations, or Customer Success.
• Strong communication and stakeholder management skills.
• Experience conducting training sessions or creating learning content is a plus.
• Passion for process improvement and customer-centric thinking.
• Ability to collaborate with Product and Operations teams.
• Strong analytical and problem-solving skills.
• Comfortable working in a fast-paced startup environment.

Responsibilities

• Mentor CX executives through regular coaching and feedback.
• Drive onboarding and refresher training programs for CX teams.
• Build learning modules, assessments, and knowledge-sharing sessions.
• Partner with Team Leads to improve team capability and performance.
• Own the review and continuous improvement of CX SOPs and the knowledge base.
• Ensure all new product launches and process changes are documented and communicated effectively.
• Identify process gaps and drive improvements to enhance customer experience.
• Act as the bridge between Product and CX teams.
• Consolidate customer feedback into actionable insights.
• Support new feature launches through training and documentation.
• Partner with Product to improve supportability and reduce customer pain points.

Skills

Customer Experience

Communication

Stakeholder management

Training content creation

Process improvement

Collaboration

Analytical

Problem solving

Startup environment

Job description

Job Description – Assistant Manager, Customer Experience & Strategy

Department: Customer Experience (CX)

About the Role

We're looking for energetic, and customer-obsessed professional to join our Customer Experience team. This role is ideal for someone who enjoys solving problems, building processes, enabling teams through training, and working closely with Product to improve the customer journey.

If you're passionate about creating impact, thrive in a fast-paced startup environment, and

enjoy taking ownership, we'd love to hear from you.

Key Responsibilities

People & Capability

• Mentor and guide CX executives through regular coaching and feedback.
• Drive onboarding and refresher training programs for CX teams.
• Build learning modules, assessments, and knowledge-sharing sessions.
• Partner with Team Leads to improve team capability and performance.

SOP & Process Excellence

• Own the review and continuous improvement of CX SOPs and the knowledge base.
• Ensure all new product launches and process changes are documented and communicated effectively.
• Identify process gaps and drive improvements to enhance customer experience.
• Act as the bridge between Product and CX teams.
• Consolidate customer feedback into actionable insights.
• Support new feature launches through training and documentation.
• Partner with Product to improve supportability and reduce customer pain points.

CX Strategy & Operations

• Analyze support trends and recommend improvements.
• Track key CX metrics and drive quality improvements.
• Support automation and AI-led CX initiatives.

What We're Looking For

• 2–3 years of experience in Customer Experience, Customer Support, Operations, or Customer Success.
• Strong communication and stakeholder management skills.
• Experience conducting training sessions or creating learning content is a plus.
• Passion for process improvement and customer-centric thinking.
• Ability to collaborate with Product and Operations teams.
• Strong analytical and problem-solving skills.
• Comfortable working in a fast-paced startup environment.

Who Will Succeed in This Role?

• Young, energetic, and eager to learn.
• Strong communicator with excellent people skills.
• Passionate about coaching and enabling teams.
• Curious, data-driven, and proactive.
• Takes ownership and enjoys building new processes.