Senior Manager – Customer Service Analytics & Product Strategy

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

Job summary

A leading e-commerce platform in Gurugram seeks a Senior Manager, Business Intelligence to enhance operational excellence and customer service strategies. Candidates should have over 8 years of experience in Business Intelligence and analytics roles, with a strong foundation in SQL and data visualization tools. This position entails leading analytics functions, managing BI teams, and collaborating across various departments to drive product and operational improvements. An exceptional problem-solver with a data-driven mindset is essential for this dynamic role.

Qualifications

• 8+ years of progressive experience in Business Intelligence, Analytics, Product, or CS technology functions.
• Strong BI foundation with advanced skills in SQL, data modelling, and statistical analysis.
• Experience working with engineering and product teams in an agile environment.

Responsibilities

• Lead the end-to-end analytics function for Customer Service.
• Develop and maintain scalable BI frameworks across key CS metrics.
• Present insights and strategic recommendations to senior leadership.

Skills

SQL

Data modelling

Visualization tools (Tableau/Power BI/Looker)

Statistical analysis

Problem-solving

Stakeholder management

Communication skills

Tools

CRM systems (Zoho, Freshdesk)

Automation/BOT platforms

Job description

Overview

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer‑centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Manager, Business Intelligence who can help us move even faster.

noon’s mission: Every door, every day.

What you’ll do

Team noon has some of the fastest, smartest, and hardest‑working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

We are seeking a senior professional who began their career in Business Intelligence and has evolved into a broader operations or product‑driven role. This position requires an individual with strong analytical depth who can translate data into actionable product enhancements, operational improvements, and scalable CS solutions. The ideal candidate brings several years of hands‑on BI experience paired with demonstrated leadership in driving product initiatives, partnering with engineering, and shaping customer experience strategies in a large‑scale e‑commerce environment.

Customer Service Analytics & Insights (BI Focus)

• Lead the end‑to‑end analytics function for CS, including data modelling, dashboarding, forecasting, root‑cause analysis, and deep‑dive performance insights.
• Build and maintain scalable BI frameworks across key CS metrics (AHT, NPS/CSAT, Contact Drivers, SLA performance, First‑Contact Resolution, Leakage).
• Partner with Ops, Product, Tech, and CX teams to translate insights into measurable business outcomes.
• Establish a data governance model to ensure data integrity, availability, and accuracy across multiple systems.
• Act as a product owner for CS tools, workflows, and automation initiatives—defining requirements, writing PRDs, and prioritising the roadmap based on business impact.
• Collaborate with engineering and product teams to develop and enhance CS platforms including CRM, BOT/IVR, contact routing, QA tools, and agent productivity modules.
• Drive continuous improvement in customer journeys by identifying friction points and enabling tech‑driven solutions.
• Lead experimentation (A/B testing, feature rollouts, pilots) to validate product hypotheses and quantify impact.

Operational Excellence & Transformation

• Partner with CS operations leadership to optimise processes, improve efficiency, and reduce cost‑to‑serve through data‑backed recommendations.
• Own strategic initiatives such as contact reduction, automation, proactive issue detection, and VOC (Voice of Customer) deep‑dives.
• Serve as a bridge between CS Ops, Product, and Tech to ensure seamless implementation of new tools, processes, and capabilities.
• Lead program governance for large‑scale initiatives, including project planning, risk management, stakeholder alignment, and executive reporting.

Stakeholder Management & Leadership

• Present insights, business cases, and strategic recommendations to senior leadership.
• Partner cross‑functionally with Logistics, Catalog, Pricing, Engineering, Quality, and Marketplace teams to influence upstream improvements.
• Manage and mentor a team of BI analysts, data specialists, or product associates as required.
• Create a culture of data‑driven decision making across the CS organisation.

What you’ll need

• 8+ years of progressive experience across Business Intelligence, Analytics, Product, or CS technology functions.
• Strong BI foundation with advanced skills in SQL, data modelling, visualisation tools (Tableau/Power BI/Looker), and statistical analysis.
• Proven experience translating data insights into product requirements and operational improvements.
• Strong understanding of large‑scale e‑commerce workflows, customer journeys, and CS ecosystems.
• Experience working with engineering and product teams and testing new development in an agile environment.
• Strong problem‑solving, stakeholder management, and communication skills.

Preferred Qualifications

• Prior experience in Customer Service for e‑commerce, marketplaces, or high‑transaction B2C environments.
• Exposure to CRM systems (Zoho, Freshdesk etc.), automation/BOT platforms, and contact centre technologies.
• Experience managing or influencing cross‑functional teams with strong cross‑functional alignment and predictable programme execution.
• Ability to balance long‑term strategic thinking with hands‑on execution.
• Increased automation and self‑service adoption.
• Reduction in contact drivers and improvement in CSAT/NPS.

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.

Position Details

• Seniority level: Entry level
• Employment type: Full‑time
• Job function: Strategy/Planning, Product Management, and Project Management
• Industries: Internet Marketplace Platforms and Retail