Customer Experience Manager

Gujarat Travels Pvt. Ltd.; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

Gujarat Travels Pvt. Ltd. is seeking a sharp Customer Experience Manager to oversee the end-to-end passenger journey across the bus fleet. The role emphasizes maintaining cleanliness, hygiene, and onboard amenities while acting as a bridge between digital feedback and on-ground execution.

You will drive route-by-route improvements, design SOPs for daily checks, and collaborate with fleet operations, hub managers, and support teams to uphold top performance standards.

Qualifications

• Experience in operations, quality control, customer experience, or fleet/hospitality management.
• Relentless customer obsession with a detail-oriented mindset.
• Proven ability to build and execute SOPs, checklists, and audits.

Responsibilities

• Oversee bus fleet quality, hygiene, and onboard amenities to meet high standards.
• Coordinate with call center and ground teams to translate feedback into on-ground actions.
• Create and document SOPs for daily quality checks, cleaning, and maintenance.
• Lead and mentor multi-location teams to sustain performance and reliability.
• Ensure timely follow-up on defects or maintenance issues before dispatch.

Skills

Attention to detail

Quality control

Operations management

Stakeholder management

Process improvement

Education

Bachelor's degree

Job description

We are looking for a sharp, detail-oriented, and hyper-observant Customer Experience Manager to oversee, maintain, and elevate the end-to-end passenger journey across our bus fleet. In this role, you will be the guardian of on-ground service standardsensuring that every vehicle meets our rigorous benchmarks for cleanliness, hygiene, and amenity readiness.

Beyond physical quality audits, you will act as a bridge between our digital feedback channels (call center and support) and on-ground execution, driving continuous improvements route by route and location by location. If you possess a customer-obsession mindset, exceptional process discipline, and the ability to manage cross-functional stakeholders, we want you on our team.

Job Responsibilities -

• Fleet Quality & Amenity Oversight: Inspect and ensure impeccable standards of bus cleanliness, hygiene, and onboard amenities, including water bottles, blankets, bedsheets, charging points, and washroom functionality.
• Inventory Management: Oversee stock levels, distribution, and replenishment of all onboard amenities (linens, water, etc.) across locations to prevent shortages and optimize inventory costs.
• Data-Driven On-Ground Improvements: Regularly coordinate and sync with the call center team to analyze route-wise quality issues, customer feedback, and pain points, translating them into actionable on-ground fixes.
• Process Creation & SOPs: Design, implement, and document standard operating procedures (SOPs) for daily quality checks, turnaround cleaning, and asset maintenance.
• Stakeholder & Team Handling: Collaborate closely with fleet operations, cleaning staff, hub managers, and partner operators; lead and mentor ground teams to uphold high-performance standards.
• Rigorous Follow-Up: Maintain a tight feedback loop and follow-up mechanism to ensure identified defects or maintenance issues (e.g., non-functional charging ports or washrooms) are resolved swiftly before dispatch.

Qualifications & Experience -

• Experience: 3 to 4 years of proven experience in operations, quality control, customer experience, or fleet/hospitality management.
• Mindset: Relentless customer obsession with a hyper-observant eye for detail—you notice the small things that make or break a passenger's trip.
• Operational Excellence: Demonstrated track record of creating and executing operational processes, checklists, and compliance audits from scratch.
• Execution & Follow-up: Strong follow-up skills with an intolerance for loose ends; capable of driving accountability across multi-location teams.
• Collaboration & Communication: Excellent stakeholder management and team-handling skills, with the ability to bridge communication seamlessly between call center metrics and ground staff.

Location - Narol, Ahmedabad