Company Description Store My Goods is a tech-enabled, subscription-based storage solution company founded by industry veterans and backed by Marquee Investors, VCs, and Angels. We offer affordable, safe, and secure storage solutions across India, with storage hubs in Delhi NCR, Mumbai, Bangalore, Hyderabad, and Pune. Our services range from shared spaces to private storage options catering to both small and large-scale storage needs. We are dedicated to providing top-notch customer service, featuring insurance coverage, 24x7 surveillance, fire safety alarms, and professional packing and moving services. As seen on Shark Tank India! Role Description As a Customer Experience Manager, you will be the voice of the customer within the organization and play a pivotal role in creating delightful, consistent, and scalable customer experiences. You’ll manage the customer journey end-to-end and collaborate with product, operations, and support teams to enhance satisfaction, drive retention, and build customer loyalty. This is a full-time, on-site role for a Customer Experience Manager located in Noida. The Customer Experience Manager will be responsible for ensuring customer satisfaction by managing customer interactions, resolving issues, and enhancing overall customer experience. Responsibilities include analyzing customer feedback, developing strategies to improve customer service, and effectively communicating with customers and internal teams to provide timely and satisfactory solutions. Key Responsibilities • Own and optimize the entire customer journey — onboarding, storage experience, renewals, escalations, and exit process. • Lead a small CX team, set KPIs (CSAT, NPS, first-response time, resolution time), and monitor performance regularly. • Design and implement SOPs, scripts, and training modules for customer-facing teams (support, delivery partners, etc.). • Develop feedback loops — collect insights via calls, chats, and surveys; analyze customer pain points and propose actionable solutions. • Collaborate with product and tech teams to suggest UX/UI improvements that reduce friction in customer touchpoints. • Work closely with operations to ensure service SLAs (pickup, delivery, billing, complaint resolution) are met or exceeded. • Handle critical escalations professionally and ensure issues are resolved promptly. • Regularly report customer insights and drive initiatives for retention, referrals, and upselling. Key Requirements • Bachelor’s degree required; MBA preferred. • 4-6 years in a customer-facing or experience-focused role. • Prior experience in logistics, warehousing, B2C services, or e-commerce is a strong plus. • Excellent communication (written and verbal), empathy, and problem-solving skills. • Familiarity with tools like Freshdesk, Zoho, Salesforce, or similar CRM platforms. • Data-driven mindset with proficiency in Excel/Google Sheets and basic analytics tools. • Ability to work in a fast-paced, startup environment with cross-functional teams. What We Offer • A customer-obsessed and impact-driven work culture. • Exposure to tech-first operations and direct access to founders. • Autonomy to innovate and shape customer experience strategies. • Competitive compensation and performance bonuses. Location: Noida Experience: 4-6 years in customer service, operations, or CX roles (preferably in consumer tech, D2C, logistics, or e-commerce) Reports To: Leadership Team / Co-founder To Apply: Send your resume and a brief note on what customer experience means to you at hr@storemygoods.com. Show more Show less

Company Description Store My Goods is a tech-enabled, subscription-based storage solution company founded by industry veterans and backed by notable investors. We provide affordable, safe, and secure storage solutions across India, with hubs in Delhi NCR, Mumbai, Bangalore, Hyderabad, and Pune. Our offerings range from shared spaces to private storage, catering to both small and large-scale storage needs. Committed to excellent customer service, we offer features like insurance coverage, 24x7 surveillance, and professional packers and movers. Join us in revolutionizing the storage industry! Role Title: Head of Logistics Operations – Household & Corporate Relocations Work Location : Noida Experience Required : 10 to 15 years in logistics, supply chain management, or relocation services Position Type : Full-Time, Leadership Role About the Role : We are seeking a dynamic and experienced Head of Operations to lead and scale our Packers and Movers (Relocations) vertical. This is a leadership role that demands strong operational acumen, customer-centric thinking, process excellence, and team management across multiple cities. You will be responsible for the end-to-end service delivery, partner/vendor management, customer satisfaction, and P&L of the vertical. ⸻ Key Responsibilities: Strategy & Planning: • Define operational strategies and execution plans aligned with business goals. • Identify and implement cost optimization initiatives while maintaining service quality. Execution & Operations Management: • Oversee day-to-day operations for inter-city and intra-city relocations across multiple locations. • Ensure SOP adherence and improve TATs across the customer journey (survey, packing, movement, unpacking, feedback). • Design, monitor, and streamline last-mile delivery and warehousing coordination. Vendor & Partner Management: • Develop and manage a network of relocation partners and vendors (transporters, labor, warehousing). • Ensure performance KPIs, quality control, and contractual compliance. • Negotiate rates and service-level agreements with vendors. Customer Experience & Quality: • Monitor NPS, CSAT, and complaint resolution. • Drive customer delight through seamless execution and timely communication. • Implement a feedback loop to improve services and reduce churn. Technology & Process Excellence: • Collaborate with the tech team to digitize workflows and enhance tracking, visibility, and automation. • Implement data-driven decision-making to improve operations efficiency. Team Leadership: • Hire, train, and mentor the operations team across cities. • Drive a high-performance culture and ensure accountability. Compliance & Risk Management: • Ensure legal and regulatory compliance in operations. • Mitigate risk through insurance, process controls, and background verification of vendors and labor. ⸻ Required Skills & Qualifications: • 10–15 years of operations experience, with at least 5 years in relocation/packers & movers/logistics. • Strong leadership and team management skills. • Ability to build and scale operations from scratch. • Proficiency in using tech platforms, dashboards, and operational tools. • Excellent communication, negotiation, and problem-solving skills. • MBA/PGDM or relevant degree in Logistics/Supply Chain is preferred. ⸻ Why Join Us: • Lead a fast-growing vertical in a tech-first logistics startup. • Build and scale nationwide operations with full ownership. • Work with a passionate team focused on disrupting traditional storage and relocation solutions.