Job
Description
As an Associate Director in Customer Care/Customer Experience with over 13-15 years of experience in the OTA/Travel industry, you will be tasked with leading large, cross-functional teams to provide outstanding customer experiences at scale. Your responsibilities will include 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 be instrumental in designing, implementing, and continuously enhancing service delivery frameworks to set us apart in a competitive OTA environment. Your key responsibilities will include: **Operational Excellence**: - Supervising day-to-day customer care operations across various communication channels such as voice, email, chat, and social media. - Implementing quality and performance management frameworks to maintain high service standards. - Optimizing key metrics like NPS, CSAT, CES, first contact resolution, and average handling time. **Process & Policy Design**: - Identifying process gaps and developing scalable solutions to improve efficiency and reduce customer effort. - Collaborating with product, tech, and operations teams to implement systemic fixes addressing root causes of issues. **People Leadership**: - Leading, mentoring, and developing a large team of managers and frontline leaders to drive high engagement and performance. - Driving succession planning, learning, and development initiatives to cultivate a strong talent pipeline. **Vendor & Partner Management**: - Managing relationships with outsourced/vendor partners to ensure adherence to SLAs and quality standards while optimizing costs. **Customer Insights & Advocacy**: - Analyzing customer feedback, complaints, and data to derive actionable insights. - Serving as the voice of the customer internally, advocating for improvements in product, policies, and processes. **Technology & Automation**: - Collaborating with technology teams to enhance self-service capabilities, AI-driven support, and other digital interventions. - Promoting the adoption of new tools and systems to enhance agent productivity and elevate customer satisfaction. **Stakeholder Management**: - Working closely with cross-functional stakeholders including product, marketing, finance, and supply to address customer pain points and drive business value. - Representing the customer care function in leadership reviews and strategic forums. **Desired Qualifications & Skills**: - 13-15 years of progressive experience in customer experience or customer service, with at least 5 years in a leadership role. - Background in OTA, e-commerce, or hospitality with experience managing high-scale, complex operations. - Strong business acumen with a profound understanding of P&L drivers and cost optimization levers in a customer care environment. - Expertise in driving digital transformation, automation, and technology adoption in customer service. - Excellent analytical and problem-solving skills with the ability to translate data into actionable strategies. - Outstanding communication, stakeholder management, and influencing skills. - Dedication to customer advocacy and a proven track record of fostering customer-centric cultures.,
