Sr.Manager-Customer Experience & Automation

Gonoise; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Noise is seeking a strategic, automation-first Customer Experience leader to own and scale CX across all product categories including audio and wearables. You will set the CX vision, drive AI-led transformation, and build a proactive, low-touch experience that reduces cost-to-serve while improving CSAT and NPS.

You will own end-to-end CX governance, partner with Product/Tech/Data, and report to leadership with a clear transformation roadmap and ROI metrics.

Qualifications

• 10–15+ years in Customer Experience leadership with multi-team ownership.
• Hands-on automation/AI initiatives in CX (bots, self-serve, resolution).
• Experience in consumer electronics, D2C, or high-volume B2C support is preferred.

Responsibilities

• Own end-to-end CX charter across voice, non-voice, and escalations for multiple product categories.
• Define a 3–6 month CX transformation roadmap aligned to growth and satisfaction goals.
• Lead automation P&L, track cost-per-contact reductions and monthly savings.
• Collaborate with Product/Tech/Data to deploy GenAI/LLM-based solutions in CX.
• Build a proactive, low-touch customer experience organization and KPI framework.

Skills

CX leadership

Automation in CX

Data-driven

Stakeholder management

CRM/SQL literacy

Education

Graduate in any discipline

MBA/PGDM (Operations, General Management, or Marketing)

Engineering background with MBA

Tools

CRM tools

SQL

Job description

Role Summary

Noise is looking for a strategic, automation-first Customer Experience leader to own and scale the entire CX function across all product categories (audio, wearables, and new category lines). This is a significantly elevated version of a traditional CX operations role, the incumbent is expected to operate as a business owner of the CX function, not just a process manager: setting the CX vision, driving AI/automation-led transformation, owning P&L-relevant metrics, and building a world-class, proactive, low-touch customer experience organization. The ideal candidate combines hands‑on CX operations expertise with a strategic, data-driven, technology-forward mindset, and has a proven track record of building automation programs (bots, self‑serve, AI‑driven resolution) that measurably reduce cost‑to‑serve while improving customer satisfaction.

Key Responsibilities

1. Strategic CX Leadership

• Own the end‑to‑end CX charter across all departments — voice, non‑voice, ORM, escalations, quality, and training for audio, wearables, and all upcoming categories.


• Define and drive a 3–6 month CX transformation roadmap aligned to company growth, category expansion, and customer satisfaction goals.


• Build CX into a strategic, board‑visible function, present CX health, risks, and transformation progress directly to Head and leadership on a regular cadence.


• Benchmark Noise's CX practices against global D2C / consumer electronics standards and proactively bring in industry best practices.

2. Automation & AI-Led CX (Core Focus Area)

• Own and scale automation programs end‑to‑end: voice bots, AI chat bots, complaint auto‑resolution, IVR flows, and self‑serve troubleshooting journeys.


• Identify new automation opportunities across the CX value chain (pre‑purchase, in‑life support, post‑resolution) and build the business case, roadmap, and ROI tracking for each.


• Partner with Product, Tech, and Data teams to deploy GenAI/LLM‑based solutions for ticket triage, sentiment analysis, agent‑assist, and predictive issue detection.


• Own the automation P&L, track cost‑per‑contact reduction, deflection %, and monthly savings delivered through automation, reporting these numbers to leadership.


• Drive a culture of continuous automation, every recurring manual process is a candidate for elimination or bot‑led resolution.

3. CX Operations & Metrics Management

• Own all CX metrics: inbound/outbound calling volumes, abandoned %, service/answering levels, ticket resolution TAT, repeat‑contact ratio and its reduction, CSAT, and NPS.


• Build predictive/leading indicators (not just lagging reports) to flag CX risk before it shows up in CSAT/NPS.


• Drive structural reduction in repeat contacts and ticket volumes through root‑cause elimination, not just faster resolution.

4. Quality, Training & Performance

• Own the quality framework, call quality scoring, calibration, and audits across in‑house and outsourced teams.


• Design and continuously upgrade training and certification programs for agents, team leads, and outsourced partner teams.


• Build a performance management system linking quality scores, CSAT, and automation adoption to individual and partner‑level scorecards.

5. New Launches & Product Collaboration

• Act as the CX voice in every new product launch, flag early trends, defects, and customer pain points to the Product team in real time.


• Own creation of troubleshooting guides, FAQs, and resolution playbooks for every new launch, in partnership with Product and Tech.


• Build a formal feedback loop from CX to Product/Engineering that influences product roadmap and design decisions.

6. Escalations, Compliance & Risk

• Own resolution and closure of consumer forum escalations (e.g., consumer courts, social/ORM escalations) end‑to‑end, ensuring timely and compliant closure.


• Own CS/warehouse high‑ageing ticket resolution ensure tickets are correctly assigned, followed up, and closed within TAT.


• Build early‑warning systems to flag and prevent escalation pile‑ups before they reach critical ageing.

7. Refunds, Approvals & Financial Controls

• Own the refund, approval, and gift‑card issuance framework balancing customer delight with fraud control and cost discipline.


• Build audit‑ready approval workflows with clear thresholds and automation wherever feasible.

8. Outsourced Partner Management

• Own overall performance, SLAs, and governance of all outsourced CX partners across voice, non‑voice, and specialized processes.


• Own billing validation and cost governance for all outsourced partner spends, ensuring accuracy and cost optimization.


• Continuously evaluate partner mix, in‑house vs. outsourced balance, and automation‑led headcount optimization.

9. Team & Stakeholder Leadership

• Build, mentor, and scale a high‑performing CX leadership team (process owners across app, hardware, health‑tracking, etc.).


• Act as the single point of strategic accountability for CX to the Head and cross‑functional leadership (Product, Tech, Supply Chain, Marketing).

Required Qualifications & Experience

• 10–15+ years of experience in Customer Experience / Customer Service leadership, with at least 4–5 years in a strategic, multi‑team ownership role.


• Proven, hands‑on experience building or scaling automation/AI programs in CX (voice bots, chat bots, complaint automation, self‑serve) — not just overseeing vendors.


• Experience in consumer electronics, D2C, e‑commerce, or high‑volume B2C support environments strongly preferred.


• Track record of owning CX P&L / cost‑to‑serve metrics and delivering measurable savings.


• Experience managing outsourced BPO/partner relationships, including billing governance.


• Experience handling consumer forum / legal escalations and regulatory/compliance‑sensitive resolutions.


• Strong data orientation comfortable working with CRM/SQL‑based reporting, dashboards, and leadership‑level presentations.

Key Skills & Competencies

• Strategic thinking with strong execution discipline, able to operate at both boardroom and ground level.


• Deep working knowledge of AI/automation tools relevant to CX (voice bots, GenAI/LLM‑based support tools, IVR/NLU platforms).


• Strong stakeholder management — able to influence Product, Tech, and CEO‑level audiences.


• Data‑driven decision‑making; strong Excel/BI/SQL literacy.


• Excellent crisis and escalation management under pressure.


• People leadership able to build and scale high‑performing teams and outsourced partner ecosystems.

Education Qualification

• Graduate in any discipline - mandatory


• MBA/PGDM (Operations, General Management, or Marketing) from a reputed institute - strongly preferred


• Engineering background (B.E./B.Tech) with MBA - added advantage, given technical/product interface of the role

Relevant certifications

• Six Sigma (Green/Black Belt) - process/quality rigor


• COPC / CCXP (Certified Customer Experience Professional) CX domain credibility


• RPA/Conversational AI certification (e.g., UiPath, Dialogflow, any GenAI-in-CX cert) — supports the automation charter