Process Engineer

Kaabil; Mumbai; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Kaabil is seeking a Process Excellence Manager to drive adherence to customer journey processes across its dealership network and to lead continuous improvement initiatives addressing CX challenges.

The role will partner with field teams, dealers, training teams, and CX analytics to diagnose gaps, design improvements, and translate changes into SOPs and guidelines for sustained adoption.

Responsibilities

• Monitor adherence to defined customer journey processes across dealerships.
• Conduct process audits and field validations to ensure correct implementation.
• Identify deviations from standard operating procedures and recommend corrective actions.
• Partner with field teams to ensure consistent execution of CX processes.
• Analyse customer complaints, VOC insights, and operational data to identify systemic process gaps.

Job description

Purpose of the Role

The Process Excellence Manager will drive process adherence, continuous improvement, and root cause analysis across the dealership network to ensure consistent delivery of defined customer journeys and improve overall customer experience outcomes. The role will work closely with field teams, dealers, training teams, and CX analytics to identify process gaps, diagnose systemic issues, and drive corrective actions.

Key Responsibilities

Process Adherence & Governance

• Monitor adherence to defined customer journey processes across dealerships.
• Conduct process audits and field validations to ensure correct implementation.
• Identify deviations from standard operating procedures and recommend corrective actions.
• Partner with field teams to ensure consistent execution of CX processes.

Root Cause Analysis (RCA)

• Analyse customer complaints, VOC insights, and operational data to identify systemic process gaps.
• Conduct structured root cause analysis for recurring customer issues.
• Identify linkages between customer complaints and process breakdowns in the field.

Process Improvement & Transformation

• Work with journey design and CX teams to redesign or improve processes impacting customer experience.
• Simplify dealership processes to improve adoption and efficiency.
• Ensure improvements are translated into clear SOPs and operational guidelines.

CX Data & Insight Generation

• Track key CX metrics such as:
• Customer complaints per 1000 vehicles (CC/1000)
• Repeat complaints
• Test drive experience adherence
• Process compliance scores
• Generate insights to help leadership understand systemic process challenges impacting CX.

Field Implementation Support

• Work with regional teams to drive implementation of process improvements across dealerships.
• Support dealers in understanding and adopting new CX processes.
• Conduct periodic reviews with field teams to ensure sustained adoption.

Cross Functional Collaboration

• CX Transformation team
• Dealer Capability & Training teams
• Contact Center
• Field operations
• Digital / CRM teams

to ensure CX processes are aligned and effectively executed across all touchpoints.