Customer Experience Manager

Role Overview

CX Strategy Manager,

What makes the role meaty?

• Drive ops-heavy design thinking: Convert customer pain points into structured problem statements, prototype solutions, and pilot quickly.
• Identify root causes of negative CX trends using contact center and platform data; lead zero-defect and effort-reduction initiatives.
• Translate strategic CX priorities into actionable process, policy, and tech solutions across the organization.
• Build and lead the CX strategy roadmap across contact points—voice, chat, app, social, and offline experience nodes.
• Partner with tech/product to design systemic solutions that reduce escalations and increase first-touch resolution.
• Manage executive-level stakeholder alignment on customer-centric initiatives—owning CX charters in quarterly business planning.

We hope that you..

• Engineering or MBA from a Tier-1 institute (IITs, IIMs, ISB.)
• 2–3 years of experience in operations strategy / design, CX design / operations.
• Experience working in or with high-volume, distributed operations environments (e.g., ecomm, quick comm, food tech, omni-channel D2C brands).
• Strong design thinking orientation—comfortable breaking complex journeys into system-level flows.
• Strong analytical mindset—comfortable working with operations data, root cause trees, and business impact sizing.
• Experience in startups in B2C, e-commerce, logistics, or food tech with prior experience in Ops Design, Service Design, or CX innovation roles is good to have.

Why This Role is Exciting

• Create and lead customer-first experiences in one of India’s fastest-growing consumer brands.
• Operate at the intersection of strategy, design, and execution—not just advisory.
• Be part of a team that truly believes customer experience is a business differentiator, not a support function.