Sr.Manager-Customer Experience & Automation

Noise; Gurugram District; On-site; INR 6,000,000 - 12,000,000; Full time

Job summary

Noise is seeking a strategic, automation-first Customer Experience leader to own and scale the CX function across audio, wearables, and new categories. This role demands building a world-class, proactive, low-touch experience with AI-driven resolution and ROI-driven improvements.

The candidate will drive a 3–6 month transformation roadmap, partner with Product, Tech and Data teams, and present CX health directly to leadership. Strong data skills and global best-practices adoption are essential.

Qualifications

• 10–15+ years in CX leadership with multi-team ownership.
• Hands-on experience building or scaling automation/AI programs in CX.
• Experience in consumer electronics, D2C, or high-volume B2C support.

Responsibilities

• Lead strategic CX across all departments and categories.
• Define 3–6 month CX transformation roadmap aligned to growth and customer satisfaction.
• Own automation & AI-led CX initiatives end-to-end (bots, self-serve, AI-driven resolution).
• Own CX P&L and cost-to-serve metrics; report to leadership.
• Manage outsourced CX partners and governance; optimize cost efficiency.
• Build CX into a strategic, board-visible function with regular CX health updates.

Skills

Strategic thinking

AI/Automation tools

Stakeholder management

Data-driven decisions

Crisis & escalation management

People leadership

Education

MBA/PGDM

Graduate in any discipline

Engineering background

Six Sigma

COPC/CCXP CX cert

RPA/GenAI CX cert

Tools

GenAI/LLM CX tools

CRM/SQL reporting

Excel/BI

IVR/NLU platforms

Job description

Job Location: Gurugram/Delhi

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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