Senior Manager Customer Experience

Senior Manager – Customer Experience (Special Initiatives & Escalation Management)

Location:

Department:

About HomeLane:

At HomeLane, we are building the world's most trusted & customer-centric home interiors brand. By organizing an otherwise unorganized home interiors industry, which includes designers, carpenters, installers and painters, we deliver a delightful and hassle-free experience to new homeowners, with highly predictable costs, timelines and quality. Thanks to our tech-empowered teams, who are committed to delivering efficiency at every step.

And here comes the most exciting part, we have just entered into a three-year strategic partnership with Mahendra Singh Dhoni as an equity partner and brand ambassador. Not just this, we have recently raised $50 million as a part of our Series E funding round led by IIFL AMC’s late-stage tech fund, Oman India Joint Investment Fund (OIJIF) and Stride Ventures. Our existing investors include Pidilite, Evolvence, NuVentures, Sequoia Capital and Accel.

Today, HomeLane operates in 25 cities across 47 stand alone studios - Bengaluru, Chennai, Hyderabad, Mumbai, Kolkata, Pune, Coimbatore, Mysore, Vizag, NCR to mention a few, where we have delivered 25000+ homes since 2014!

Role Summary

Senior Manager – Customer Experience (CX)

directly managing and mentoring a team of CSRs and leads pan India

Key Responsibilities

1. Lead Customer Experience Programs

• Own the

  entire lifecycle of CX special initiatives

  , including:
• Ideation and prioritization
• BRD and SOP development
• Workflow planning and success metric definition
• Cross-functional coordination
• Launch and post-launch monitoring
• Drive data-led decision-making using tools like RGP (Root Gap Prediction), CSAT/NPS analysis, and TAT dashboards.

2. Manage & Coach CSRs

• Lead, manage, and mentor a team of Customer Service Representatives (CSRs).
• Ensure CSRs follow standard protocols for customer calls (e.g., welcome calls within 48 hours).
• Drive performance improvement through regular training, script adherence, and feedback loops.
• Establish a review rhythm for CSR activities — daily huddles, weekly reporting, and monthly performance evaluations.

3. Own Escalation Management

• Be the

  primary escalation anchor

  for unresolved or high-priority customer issues.
• Monitor priority WA groups, escalations, CRM systems, and red-flag dashboards daily.
• Collaborate with store teams and internal departments to resolve critical project delays.

4. Dispatch Payment Collection Oversight

• Supervise CSR and Leads’ efforts in reaching out to customers for payment collection before dispatch.
• Monitor opportunity leakage store-wise and implement proactive interventions.

5. Ensure Feedback Integration

• Lead structured analysis of CSAT, NPS, and customer feedback.
• Implement action plans to reduce repeat issues, improve experience journeys, and enhance resolution quality.

Qualifications & Skills

• 8–12 years of experience in

  CX program management

  ,

  customer service operations

  , or

  escalation handling

  .
• Proven experience

  leading teams

  , ideally frontline service reps or CSR teams.
• Strong knowledge of MS Excel, Powerpoint, SOPs, BRDs, CRM systems, and escalation frameworks.
• Excellent communication and interpersonal skills — both for internal coordination and customer empathy.
• High attention to detail with a proactive and structured approach to problem-solving.
• Ability to coach and drive performance improvement in a frontline team.

Internal Collaboration

• Work closely with Tech, Product, Design, Dispatch, and Store Ops to ensure cross-functional alignment on initiatives.
• Lead stakeholder reviews on initiative status, CSR and Leads performance, and escalation updates.