Customer Experience Manager

Straive; Chennai District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Straive is seeking a Senior CX Operations Consultant with extensive experience in customer support operations, operating model design, and customer experience transformation. The role collaborates with operations, delivery, quality, workforce management, training, technology, and transformation teams to design scalable operating models and drive continuous improvement.

You will assess current operations, design scalable models across channels, develop SOPs and governance, and establish metrics

Qualifications

• Senior-level expertise in customer support operations and contact center management.
• Experience in operating model design, service delivery, and business process improvement.
• Strong knowledge of P&L, budgeting, forecasting, and cost optimization.
• Deep understanding of workforce management, quality assurance, and performance management.
• Experience driving operational transformation and continuous improvement.
• Familiarity with AI, automation, and digital technologies in customer support.
• Excellent analytical and stakeholder management skills.
• Advanced proficiency in PowerPoint, Excel, and reporting tools.

Responsibilities

• Assess existing customer support operations and identify opportunities to improve service delivery, operational efficiency, and customer experience.
• Design and implement scalable operating models across voice, chat, email, social media, and digital support channels.
• Develop standardized operating procedures, governance frameworks, and service delivery models.
• Drive operational excellence initiatives focused on productivity, quality, compliance, and performance reporting.
• Establish and monitor key operational metrics, dashboards, and performance reporting.
• Lead cross-functional collaboration with operations, delivery, workforce management, quality, training, IT, and transformation teams to implement improvements.
• Support change management initiatives to ensure adoption of new processes and operating models.

Skills

Contact center

Operating model design

Process improvement

Workforce management

Budgeting & P&L

Quality assurance

Data analysis

Performance management

Stakeholder mgmt

AI & automation

PowerPoint & Excel

Job description

We are seeking a Senior CX Operations Consultant with extensive experience in customer

support operations, operating model design, and customer experience transformation. The ideal

candidate will possess deep expertise in contact center operations, process optimization,

workforce planning, and service delivery excellence.

This role will work closely with operations, delivery, quality, workforce management, training,

technology, and transformation teams to design scalable operating models, improve operational

performance, and drive continuous improvement initiatives across customer support functions.

Key Responsibilities Operations Excellence.

• Assess existing customer support operations and identify opportunities to improve servicedelivery, operational efficiency, and customer experience.
• Design and implement scalable operating models across voice, chat, email, social media,and digital support channels.
• Develop standardized operating procedures, governance frameworks, and servicedelivery models.
• Drive operational excellence initiatives focused on productivity, quality, compliance, and
• Establish and monitor key operational metrics, dashboards, and performance reporting.

Process Improvement & Transformation

• Lead process improvement initiatives using industry best practices and continuousimprovement methodologies.
• Identify opportunities to streamline workflows through automation, AI, and digitalenablement.
• Develop transformation roadmaps to enhance operational performance and customerexperience.
• Recommend and implement best practices across workforce management, qualityassurance, knowledge management, and service delivery.
• Support change management initiatives to ensure successful adoption of new processesand operating models.

Customer Experience Consulting

Job Description

• Conduct operational assessments and customer journey reviews to identify service
• Analyze operational data and performance trends to recommend actionableimprovements.
• Improve customer experience by driving initiatives that enhance CSAT, NPS, FirstContact Resolution (FCR), Average Handle Time (AHT), Service Levels (SLAs), and
• Benchmark operational performance against industry standards and recommend

Cross-Functional Collaboration

• Partner with operations, delivery, workforce management, quality, training, IT, andtransformation teams to implement operational improvements.
• Support the implementation of new processes, technologies, and service deliveryframeworks.
• Ensure operational readiness for new programs, transitions, and process enhancements.
• Facilitate workshops and knowledge-sharing sessions to promote operational bestpractices across teams.

Required Skills

• Strong expertise in customer support operations and contact center management.
• Experience in operating model design, service delivery, and business processimprovement.
• Strong understanding of P&L management, budgeting, forecasting, financial planning,cost optimization, margin improvement, and commercial performance management.
• Deep understanding of workforce management, quality assurance, governance, andperformance management.
• Experience driving operational transformation and continuous improvement initiatives.
• Strong knowledge of contact center metrics including CSAT, NPS, FCR, AHT, SLA,productivity, quality, and utilization.
• Familiarity with AI, automation, and digital technologies in customer support operations.
• Excellent analytical, stakeholder management, problem-solving, and communicationskills.
• Advanced proficiency in PowerPoint, Excel, and reporting tools.