6.0 - 10.0 years

0 Lacs

delhi

On-site

Job Title: Customer Experience Lead Location: New Delhi Company: Zoop Web Services Private Limited About Us: Zoop is one of Indias fastest-growing train food delivery platforms, committed to revolutionising the way people order their favourite meals during train travel. We are looking for a passionate and strategic team member to enhance user satisfaction and drive long-term customer loyalty. Key Responsibilities: Build and maintain key customer metrics (NPS, CSAT, retention rates) and report progress to leadership. Develop and implement a customer experience strategy to improve satisfaction, retention, and engagement. Lead and scale a high-performing CX team, including customer support, quality assurance, and escalation management. Design and refine customer journey touchpoints to ensure a seamless ordering and delivery experience. Monitor and analyse customer feedback to identify pain points and implement data-driven improvements. Collaborate with product, operations, and marketing teams to enhance overall user experience (UX/UI). Implement and optimize AI-powered support solutions such as chatbots and automated ticketing. Handle escalations and work with delivery partners, restaurants, and customers to resolve issues efficiently. Ensure compliance with company policies and industry best practices in customer service. Who You Are: 6+ years of experience in customer experience, customer success, or support operations, preferably in food tech, e-commerce, or related industries. Proven track record of leading CX teams and improving customer satisfaction. Strong understanding of customer behaviour analytics and CX tools Experience working with AI-driven customer support solutions is a plus. Excellent communication, leadership, and problem-solving skills. Ability to thrive in a fast-paced, high-growth startup environment. Ready to lead the future of customer experience in train food delivery Apply now!,

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Delivery Manager - L1 Wipro

5.0 - 10.0 years

7 - 12 Lacs

Bengaluru

Work from Office

Job Purpose: Wipro is currently look for an experienced Program Manager to join our ranks. The Program Manager will be responsible for the overall technical transformation implementation at the client end. Objectives of this role: - Strategize, implement, and maintain program initiatives that adhere to organizational and client objectives. - Develop program assessment protocols for evaluation and improvement of Digital Transformation projects. - Maintain organizational standards of satisfaction, quality, and performance. - Oversee multiple project teams, ensuring program goals are reached. - Manage budget and funding channels for maximum productivity. Roles and Responsibilities: - Collaborate with cross-functional teams and business stakeholders, including software engineers, data analysts, product managers, and operations teams, to design and improve end-to-end processes for operations. - Lead process improvement initiatives by identifying areas for enhancement, conducting data analysis, and developing actionable recommendations as per the business and industry standards. - Design and Drive large Transformation initiatives which may include automation, RPA, AI/GenAI, Chatbots, CX tools like agent assist, workflow orchestration, Quality management tools etc. - Drive automation initiatives by leveraging technology and process optimization to streamline manual tasks and improve overall productivity. - Stay updated on industry trends, emerging technologies, and regulatory changes related to banking operations and process optimization and apply this knowledge to improve business initiatives. - Drive regular project meetings & ensure transformation initiatives are driven to completion. - Manage discussions with required stakeholders for on various aspects of the program for timely follow up till closure. - Performs Quality Control via reviews of the design created by Functional Consultant and Tech Architect - Responsible for receiving the sign-off on the design, UAT and Hypercare from the customer - Establish working relationships and routinely interface with project sponsors, business stakeholders & technology partners. Required skills and qualifications: - 5+ years of experience in an upper-management role, preferably in program management. - Exceptional skills in leadership, time management, facilitation, and organization. - Core experience in Digital Transformation in Telecom order management and front office processes with the tools/ solutions mentioned in role and responsibilities. - Experience in managing stakeholders (internal and external). - Outstanding knowledge of change management principles and performance evaluation processes. Good to have skills and Experience: - PMP Certified is added advantage. - Technical understanding of various Platform architecture and product features Genesys, SFDC, ServiceNow etc - Current Technological landscape understanding and stays abreast of current technologies like AI/GenAI etc.

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