Job
Description
As an Associate Director in Customer Care/Customer Experience with 13-15 years of experience in the OTA/Travel industry, you will be responsible for leading large, cross-functional teams to provide exceptional customer experiences at scale. Your role will involve owning and driving the customer care roadmap, overseeing end-to-end service operations, and fostering a customer-centric culture within the organization. Working closely with senior leadership, you will design, implement, and continuously improve service delivery frameworks to set us apart in a competitive OTA environment. Key Responsibilities: Operational Excellence: Supervise day-to-day customer care operations across various channels, implementing quality and performance management frameworks to maintain high service standards. Focus on optimizing key metrics such as NPS, CSAT, CES, first contact resolution, and average handling time. Process & Policy Design: Identify process gaps and develop scalable solutions to enhance efficiency and reduce customer effort. Collaborate with product, tech, and operations teams to implement systemic fixes that address root causes of issues. People Leadership: Lead, mentor, and develop a large team of managers and frontline leaders to drive high engagement and performance. Develop succession plans and learning initiatives to cultivate a strong talent pipeline. Vendor & Partner Management: Manage relationships with outsourced/vendor partners, ensuring adherence to SLAs and quality standards while driving cost efficiency. Customer Insights & Advocacy: Analyze customer feedback, complaints, and data to derive actionable insights. Serve as the voice of the customer internally, advocating for enhancements in product, policies, and processes. Technology & Automation: Collaborate with technology teams to improve self-service capabilities, AI-driven support, and digital interventions. Promote the adoption of new tools and systems to enhance agent productivity and customer satisfaction. Stakeholder Management: Work closely with cross-functional stakeholders such as product, marketing, finance, and supply chain to address customer pain points and unlock business value. Represent the customer care function in leadership reviews and strategic discussions. Desired Qualifications & Skills: - 13-15 years of progressive experience in customer experience or customer service, with at least 5 years in a leadership role within the OTA, e-commerce, or hospitality industry. - Strong business acumen with a deep understanding of P&L drivers and cost optimization strategies in a customer care environment. - Demonstrated expertise in driving digital transformation, automation, and technology adoption within customer service operations. - Excellent analytical and problem-solving skills, with the ability to translate data into actionable strategies. - Outstanding communication, stakeholder management, and influencing skills. - Passion for customer advocacy and a proven track record of cultivating customer-centric cultures.,
