Customer Experience Manager — CX Operations

Ayuda Solutions Pvt. Ltd.; Ranchi; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Ayuda Solutions Pvt. Ltd.

in Ranchi, Jharkhand is seeking a data-driven Customer Experience Manager to own end-to-end CX operations for an enterprise client, covering voice, chat, email and WhatsApp channels. You will own CSAT, NPS and FCR, drive AHT and schedule adherence, build a QA programme, manage workforce planning and the agent lifecycle, and serve as the primary client contact for operational reviews.

Qualifications

• 5–9 years in CX/contact centre operations, with 2+ years in a manager or operations manager role.
• Demonstrable track record of improving CSAT or NPS metrics.
• Strong understanding of omnichannel operations — voice, chat, email, social.
• Familiarity with CRM platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or similar).
• Excellent analytical skills — comfortable with workforce management tools and data interpretation.
• Strong communication and stakeholder management skills.

Responsibilities

• Own operational delivery for a 40–80 agent CX team — voice, chat, email, and WhatsApp channels.
• Drive key CX metrics: CSAT, NPS, FCR, AHT, and schedule adherence — with weekly client reporting.
• Build and execute a QA programme: 100% call monitoring, calibration sessions, and monthly agent-level scorecards.
• Manage workforce planning: rostering, shrinkage management, and peak-season capacity builds.
• Own agent lifecycle: onboarding, training, performance improvement plans, and retention.
• Conduct structured RCA on customer escalations and implement systemic fixes.
• Act as the primary client point of contact for operational reviews and escalation management.
• Identify process improvement opportunities and drive them through to implementation.

Skills

CX operations

People management

Data analysis

Stakeholder management

Omnichannel knowledge

Communication skills

Tools

Freshdesk

Zendesk

Salesforce Service Cloud

Job description

Customer Experience Manager — CX Operations

We need a sharp, data-driven CX Manager to own end-to-end customer experience operations for one of our enterprise clients. You will be accountable for CSAT, FCR, NPS, and team performance across voice, chat, and email channels.

Ranchi, Jharkhand

Full-Time

Manager

5–9 years experience

Responsibilities

• Own operational delivery for a 40–80 agent CX team — voice, chat, email, and WhatsApp channels.
• Drive key CX metrics: CSAT, NPS, FCR, AHT, and schedule adherence — with weekly client reporting.
• Build and execute a QA programme: 100% call monitoring, calibration sessions, and monthly agent-level scorecards.
• Manage workforce planning: rostering, shrinkage management, and peak-season capacity builds.
• Own agent lifecycle: onboarding, training, performance improvement plans, and retention.
• Conduct structured RCA on customer escalations and implement systemic fixes.
• Act as the primary client point of contact for operational reviews and escalation management.
• Identify process improvement opportunities and drive them through to implementation.

Requirements

• 5–9 years in CX/contact centre operations, with 2+ years in a manager or operations manager role.
• Demonstrable track record of improving CSAT or NPS metrics.
• Strong understanding of omnichannel operations — voice, chat, email, social.
• Familiarity with CRM platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or similar).
• Excellent analytical skills — comfortable with workforce management tools and data interpretation.
• Strong communication and stakeholder management skills.

Nice to Have

• COPC certification or Six Sigma Green Belt.
• Experience managing D2C or e-commerce CX operations.
• Knowledge of AI-assisted CX tools (chatbots, agent assist, sentiment analysis).

About Ayuda Solutions

Ayuda Solutions is a technology-enabled BPO and intelligent operations company headquartered in Ranchi, India. With 7+ years of delivery excellence, we serve enterprises across 11 industries — from BFSI and healthcare to hi-tech and e-commerce — combining AI automation with expert human operations.

With 800+ professionals, ISO 27001 certification, and a 4.4-star Glassdoor rating, we are a place where careers are built — not just jobs held. 68% of our managers started as team members and grew with us.