Require a Customer Excellence Manager in Bangalore

TestHiring; Arishinakunte; On-site; INR 800,000 - 1,500,000; Full time

Job summary

A leading e-commerce firm in India is looking for a candidate to optimize customer interaction channels and lead automation initiatives. The role requires 3–7 years of experience in customer experience or operations, particularly in e-commerce or technology. The ideal candidate should have a strategic mindset and the ability to influence decisions through data-driven insights. Join us to help enhance customer satisfaction and operational excellence in a growing environment.

Qualifications

• 3-7 years of experience in customer experience or operations roles.
• Strong understanding of e-commerce supply chain and workflows.
• Proven ability to design and scale automation and AI tools.

Responsibilities

• Own and optimize customer interaction channels for support.
• Lead automation initiatives to minimize manual effort.
• Design standard operating procedures for service quality.

Skills

Customer interaction optimization

Analytical skills

Collaboration with product and tech teams

Automation and AI tools

Job description

Overview

Customer Experience & Support Excellence

• Own and optimize customer interaction channels (calls, chats, emails) to deliver faster, empathetic, and more consistent support.
• Identify bottlenecks in customer journeys and lead cross-functional initiatives to resolve them.
• Build robust order-to-contact processes, ensuring seamless handoffs across supply chain, product, operations, and support.

Automation & AI-Driven Transformation

• Lead automation initiatives across support and operational functions to minimize manual effort and reduce human dependency.
• Stay ahead of the curve on AI-driven tools and functionalities; identify and deploy cutting-edge solutions that keep Supertails differentiated in customer experience.
• Collaborate with product and technology teams to co-create scalable automation frameworks integrated into core systems.

Process & Ecosystem Building

• Design and implement standard operating procedures across customer and supply chain touchpoints.
• Develop scalable process ecosystems that enable sustainable growth while ensuring consistency in service quality.
• Drive adoption of continuous improvement practices (Lean, Six Sigma, Kaizen) to achieve operational excellence.

Insights & Strategy

• Use data and analytics to measure impact, track KPIs, and surface actionable insights for leadership.
• Partner with product, supply chain, and business teams to ensure process improvements align with organizational goals.
• Anticipate future needs of the e-commerce ecosystem and proactively design solutions that enhance agility and competitiveness.

Requirements

• 3–7 years of experience in process excellence, customer experience, or operations roles in an e-commerce, technology, or consumer-facing business.
• Strong understanding of e-commerce supply chain, order-to-contact workflows, and customer support ecosystems.
• Proven ability to design and scale automation and experience with AI tools and digital transformation projects.
• Strategic thinker with hands-on execution capability; able to balance long-term vision with immediate business needs.
• Analytical, data-driven, and adept at using insights to influence decisions.
• Excellent collaboration skills with proven success working with product and technology teams.
• Exposure to continuous improvement methodologies is a plus.