Manager, Client Experience

Pebl; Bengaluru; On-site; INR 2,400,000 - 3,600,000; Full time

Benefits offered by this job

Flexible Time Off

Parental Leave

Health and Dental Insurance

Retirement Savings + Employee Incentve

Job summary

Pebl is hiring a Client Experience Manager in Bengaluru to lead a team of HR Specialists delivering seamless experiences for customers and employees across regions. You will own performance, quality, and operational excellence within a unified global experience function, balancing hands-on leadership with strategic initiatives.

The role emphasizes proactive improvement, risk mitigation, and data-driven decision making to scale Pebl’s global experience journey across borders.

Qualifications

• Proven experience leading teams in customer experience, HR operations, service delivery, or similar.
• Strong track record of driving performance, accountability, and operational excellence.
• Experience working in global or cross-regional environments.
• Excellent coaching, people development, and leadership skills.
• Ability to navigate ambiguity and lead through change with confidence.
• A strong analytical mindset and experience using data to drive decisions.
• Exceptional communication, collaboration, and stakeholder management skills.

Responsibilities

• Own and monitor team performance within a unified global experience model.
• Act as voice of the customer by addressing experience gaps.
• Translate company strategy into team priorities and actionable plans.
• Build, lead, and develop a high-performing team of HR Specialists.
• Conduct regular 1:1s to review performance and coach for growth.
• Set expectations and hold team members to performance and quality standards.
• Mentor emerging leaders and strengthen leadership across the team.
• Oversee day-to-day operations with SLA adherence and quality.
• Conduct ongoing QA reviews to uphold support standards.
• Identify operational risks and implement solutions to improve stability.
• Own and monitor CSAT, response and resolution times, quality, and productivity.
• Use data to identify trends and inform decisions.
• Foster a metrics-driven culture and meet targets.
• Partner with internal teams to resolve issues and streamline workflows.
• Support cross-functional initiatives to advance key business priorities.
• Lead change initiatives and drive process improvements.
• Identify opportunities and risks to scale operations.

Skills

Team leadership

Customer experience

HR operations

Service delivery

Data-driven decision making

Stakeholder management

Job description

Purpose in Every Position

Pebl puts a world of talent at your fingertips. With our AI-powered Global Work Platform™, companies can hire, pay, and manage employees in 185+ countries—removing risk, red tape, and guesswork from global growth. Backed by more than a decade of compliance leadership and local expertise, Pebl helps businesses move fast, stay compliant, and scale with confidence. With Pebl, companies everywhere can hire great talent anywhere.

Where Your Work Moves the Needle.

At Pebl, every team member drives our success. Joining us means more than filling a role—you’re accountable for results and impact. Our values guide how we operate, execute, and collaborate across borders. By putting them into action, you’ll help us scale faster, compete harder, and lead the future of global work.

What Makes You a Great Fit

As a Client Experience Manager at Pebl, you will lead a team of HR Specialists responsible for delivering a seamless, high-quality experience across customer and employee touchpoints. Operating within a unified global experience function, you will own team performance, quality, and operational excellence for your assigned region.

You’ll balance hands‑on operational leadership with strategic thinking—proactively identifying opportunities, mitigating risks, and driving continuous improvement across the experience journey.

How You’ll Make an Impact:

Global Experience Ownership

• Own and drive team performance within a unified global experience model, ensuring consistent, high-quality outcomes.

• Act as the voice of the customer and supported employee by identifying and addressing systemic experience gaps.

• Translate company strategy into clear team priorities, actionable plans, and measurable outcomes.

Leadership & Team Development

• Build, lead, and develop a high-performing team of HR Specialists.

• Conduct regular 1:1s to review performance, provide coaching, and support career growth.

• Set clear expectations and hold team members accountable to performance, quality, and behavioral standards.

• Mentor emerging leaders and strengthen leadership capabilities across the team.

Operational Excellence & Quality

• Oversee day‑to‑day operations, ensuring effective prioritization, SLA adherence, and consistent service delivery.

• Conduct ongoing quality assurance (QA) reviews to uphold support standards and identify coaching opportunities.

• Identify operational risks and gaps, implementing solutions to maintain stability and improve performance.

Performance & Metrics

• Own and monitor key performance metrics, including CSAT, response and resolution times, quality, and productivity.

• Use data and insights to identify trends, drive accountability, and inform decision‑making.

• Foster a metrics‑driven culture, ensuring the team consistently meets or exceeds established targets.

Cross‑Functional Impact

• Partner with internal teams to resolve issues, improve workflows, and reduce friction across the customer and employee experience journey.

• Support and execute cross‑functional initiatives led by senior leadership to advance key business priorities.

Change & Continuous Improvement

• Lead and support change initiatives while modeling adaptability in a fast‑paced, evolving environment.

• Proactively identify opportunities and risks, driving improvements to processes, documentation, and tools that enable scalability and long‑term success.
  

Let’s Connect If You Have:

• Proven experience leading teams in customer experience, HR operations, service delivery, or similar environments.

• A strong track record of driving performance, accountability, and operational excellence.

• Experience working in global or cross‑regional environments.

• Excellent coaching, people development, and leadership skills.

• The ability to navigate ambiguity and lead through change with confidence.

• A strong analytical mindset and experience using data to drive decisions.

• Exceptional communication, collaboration, and stakeholder management skills.

Our Commitment to You

At Pebl, we’re committed to supporting our team with comprehensive rewards and benefits designed to meet diverse needs across roles and locations. Our core offerings include:

• Flexible Time Off – Take the time you need to recharge.

• Parental Leave – Support for growing families.

• Health and Dental Insurance – Where applicable, to cover you and your loved ones.

• Retirement Savings + Employee Incentive Plan – Plan for the future while sharing our success.

Please visit our career page for more information.

Pebl is an Equal Opportunity Employer.

We power global teams and believe diverse perspectives drive innovation and impact. Employment decisions at Pebl are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. We’re committed to fostering an inclusive culture where every teammate can thrive and do the best work of their career—anywhere in the world.