Customer Experience Manager

FedEx; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Competitive salary

Mentorship and guidance

Learning platform access

Career growth opportunities

Inclusive work environment

Job summary

FedEx India in Gurgaon is seeking a seasoned leader to manage a voice-based customer support team, driving service quality and customer satisfaction. You will coach agents, monitor CSAT/QA metrics, and ensure efficient handling of inquiries, bookings and escalations.

In this role you will hire, onboard and develop high-performing teams, collaborate with operations, training and quality functions, and drive continuous process improvements in a fast-paced environment.

Qualifications

• Strong leadership experience in managing voice-based customer support teams (US or global processes preferred).
• Excellent communication skills to coach teams on call handling and customer experience.
• Customer-centric approach with focus on quality, empathy, and resolution excellence.
• Proven track record of managing team performance against CSAT, QA, AHT, productivity and SLA.
• Solid problem-solving and decision-making abilities for escalations and complex issues.
• Experience in hiring, onboarding, and developing high-performing teams in fast-paced environments.
• Ability to drive operational excellence with adherence to processes and compliance standards.
• Collaborates cross-functionally with operations, training, quality, and support teams.
• Identifies trends, analyzes root causes, and implements corrective actions.
• Adaptable to a dynamic, high-growth environment with shifting timelines.

Responsibilities

• Lead and manage a team of call agents supporting US-based shippers with high quality service.
• Drive performance against metrics like CSAT, QA, AHT, productivity and SLAs.
• Oversee day-to-day operations: inquiries, bookings, complaints and resolutions.
• Coach, mentor, and develop team members via feedback, audits, and reviews.
• Handle escalations and complex issues ensuring timely resolution and satisfaction.
• Collaborate with operations, training, quality and support to improve processes.
• Analyze performance data and trends to drive continuous improvement actions.
• Ensure strict adherence to defined processes and compliance standards.
• Support hiring, onboarding and training of new agents for scalability.
• Proactively identify service risks and implement preventive measures.
• Promote a customer-centric culture with ownership and accountability.
• Manage workforce planning, scheduling and resource allocation to meet ramp timelines.

Skills

Leadership

Coaching

Communication

Customer-centric

Metrics management

Problem-solving

Hiring & onboarding

Cross-functional collaboration

Analytical skills

Process adherence

Job description

What you will do

• Have strong leadership experience in managing voice-based customer support teams, preferably supporting US customers or global processes.
• Demonstrate excellent communication skills, with the ability to coach teams on call handling, customer experience, and stakeholder interactions.
• Are highly customer-centric and can drive a culture focused on quality, empathy, and resolution excellence.
• Have a proven track record of managing team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Possess strong problem-solving and decision-making skills, with the ability to handle escalations and complex customer issues effectively.
• Are experienced in hiring, onboarding, and developing high-performing teams in a fast-paced environment.
• Can drive operational excellence by ensuring adherence to processes, compliance standards, and continuous improvement initiatives.
• Have the ability to collaborate cross-functionally with operations, training, quality, and other support teams to deliver seamless outcomes.
• Are proactive in identifying trends, analyzing root causes, and implementing corrective and preventive actions.
• Are comfortable working in a dynamic, high-growth environment with shifting priorities and aggressive hiring or delivery timelines.
• Have strong analytical skills and are proficient in using tools and reports to drive data-backed decisions.

You will be a great fit if you

• Lead and manage a team of call agents supporting US-based shippers, ensuring high-quality customer interactions and consistent service delivery.
• Drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Oversee day-to-day operations, ensuring seamless handling of customer inquiries, bookings, complaints, and issue resolutions.
• Coach, mentor, and develop team members through regular feedback, call audits, and performance reviews.
• Manage escalations and complex customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
• Collaborate with cross-functional teams (operations, training, quality, and support functions) to improve processes and enhance customer experience.
• Analyze performance data and operational trends to identify gaps, drive corrective actions, and implement continuous improvement initiatives.
• Ensure strict adherence to defined processes, compliance standards, and quality guidelines.
• Support hiring, onboarding, and training of new agents to build a high-performing and scalable team.
• Proactively identify service risks and implement preventive measures to minimize customer impact.
• Drive a customer-centric culture within the team, promoting ownership, accountability, and excellence in service delivery.
• Manage workforce planning, scheduling, and resource allocation to meet business requirements and ramp timelines.

What you can expect

• Attractive remuneration package
• Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
• A supportive and inclusive work environment.
• Mentorship and guidance from industry professionals.
• Exposure to real-world projects and challenges in Marketing, Operations and other functions.
• Valuable skills and experience to enhance your resume.
• Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be