Asst General Manager - Customer Care & Experience

Location:

Department:

Reports To:

Role Overview:

Customer Care & Experience

deep understanding of customer care technologies

Key Responsibilities:

Customer Experience Strategy:

• Define and execute a long-term vision and roadmap for exceptional customer service delivery.
• Develop and implement customer experience KPIs (CSAT, NPS, CES, FCR) across all service touchpoints.

Call Center Management:

• Oversee the end-to-end operations of in-house or outsourced call centers, ensuring high service levels, efficient call handling, and consistent customer support across channels.

Technology Integration & Innovation:

• Drive digital transformation through CRM upgrades, chatbot integration, self-service portals and AI-based analytics.
• Lead adoption of emerging technologies to enhance speed, personalization, and accuracy in customer interactions.

Operational Leadership:

• Oversee day-to-day operations of customer care centers, field support, and omnichannel contact points (phone, email, chat, social, etc.).
• Implement automation and workflow optimization to reduce cost-to-serve while improving service quality.

Team Management:

• Build, train and lead a high-performing customer care team with a focus on technical and soft skills.
• Instill a customer-first culture, aligning teams to deliver consistent, empathetic, and effective service.

Customer Insights & Analytics:

• Leverage data and feedback to identify trends, pain points, and improvement opportunities.
• Collaborate with product, sales, and quality teams to close the loop on customer feedback and drive systemic improvements.

Compliance & Quality:

• Ensure service processes align with company policies, industry regulations, and best practices.
• Drive root-cause analysis, quality audits, and SOP adherence across all touchpoints.

Required Qualifications & Skills:

• Education:

  Bachelor’s degree in engineering / business / technology

• Experience:

  12–18 years in customer service, with at least 5 years in a leadership role managing tech-enabled operations.

• Technical Expertise:

• Deep understanding of CRM systems (e.g., SAP).