Senior Manager - CxPx

Urban Company; Dadri; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Urban Company is seeking a Senior Manager - CxPx to own and drive operations for its customer and partner experience functions. This role focuses on the operations side, ensuring efficiency, productivity, and execution across escalations and processes.

Ideal candidates bring 1.5–2 years of operations experience, strong problem‑solving skills, and a customer‑centric mindset, with experience in CX/Ops or product‑side CX roles. Tier 1–2 institute graduates are welcome to apply.

Qualifications

• 1.5–2 years of experience in operations, CX/Ops experience preferred.
• Hands-on exposure to operations, especially in customer or partner experience.
• Product-side CX experience is welcome.
• Strong problem‑solving and execution skills in fast-paced environments.
• Customer-centric mindset with understanding of operational metrics and processes.

Responsibilities

• Own agent operations including headcount planning, scheduling, and placement.
• Track productivity and performance metrics across agents, products, and tickets.
• Work with cross‑functional teams to resolve operational challenges related to fulfillment, no‑shows, and partner issues.
• Identify operational gaps and drive initiatives to improve efficiency and customer/partner experience.

Skills

Operations

Customer experience

Partner experience

Problem-solving

Execution

Job description

Function: Customer & Partner Experience / Operations

About the Role

We are looking for a Senior Manager - CxPx to own and drive operations for one of Urban Company's critical customer and partner experience functions.

CxPx manages customer and partner escalations through a combination of agents and bots. This role will primarily focus on the operations side of the function, with responsibility for driving operational efficiency, productivity, and overall execution.

Key Responsibilities

• Own agent operations, including headcount planning, scheduling, and placement.
• Track and drive productivity and performance metrics across agents, products, and tickets.
• Work closely with cross‑functional teams to resolve operational challenges related to fulfillment, no‑shows, and partner issues.
• Identify operational gaps and drive initiatives to improve efficiency and customer/partner experience.
• Balance a strong customer experience (CX) lens with sharp operational execution.
• Take end‑to‑end ownership of operational processes and ensure timely resolution of escalations.

What We're Looking For

• 1.5-2 years of experience in Operations; Cx/Ops experience is preferred.
• Strong hands‑on exposure to operations, preferably in customer experience, partner experience, or related functions.
• Candidates with product-side CX experience are also encouraged to apply.
• Strong problem‑solving and execution skills, with the ability to work in a fast‑paced environment.
• Strong customer‑centric mindset with an understanding of operational metrics and processes.
• Candidates from Tier 1 and Tier 2 institutes are welcome to apply.

What You'll Get to Work On

• Drive operational excellence across a high‑impact customer and partner experience function.
• Solve complex, on‑ground operational challenges.
• Work closely with multiple teams to improve processes and customer/partner outcomes.
• Operate in a fast‑paced environment with significant ownership and responsibility.