Subject Matter Expert - Partner Operations

As a Subject Matter Expert (SME) - Partner Operations, you will play a key role in ensuring seamless coordination between internal teams and external service providers. You will be responsible for supporting partner-related processes, resolving escalations, improving operational efficiency, monitoring key CX metrics, and enabling data-driven decision-making for the customer experience. The role demands critical thinking, high ownership, attention to detail, and an excellent ability to manage operations at scale.

• Act as the single point of contact (SPOC) for issues/escalations related to platforms across all flight partners.

• Handle escalations and pending customer complaints by collaborating with airline partners and internal CX teams.

• Support backend operations, including ticket cancellations, reissuances, refund processing, monitoring cases, and coordination with partners.

• Ensure consistent enablement of operations staff and partners with up-to-date knowledge base, FAQs, SOPs, and platform/process changes.

• Drive insights-based conversations with stakeholders by identifying recurring partner issues and supporting process fixes and enhancements.

• Monitor operational dashboards and support queue balancing, occupancy insights, and daily workload distribution or prioritization.

• Track and drive improvements in CX KPIs such as NPS, FCR, average resolution time, and customer satisfaction scores.

• Collaborate with leadership on audits, MIS, and performance inputs to improve process efficiency and productivity.

• Participate actively in pilot programs, experiments, and analytics initiatives that can be scaled across business units.

• Promote a customer-first approach by being a strong advocate for continuous improvement.

• Expertise in contact centre operations, including workforce management, quality assurance, and escalation management.
• Strong knowledge of CX metrics (CSAT, NPS, AHT, SLA, FCR).
• Proficiency in contact centre platforms (Voice dialer, Freshdesk, etc).
• Excellent stakeholder management, influencing, and consulting skills.
• Strong data-driven decision-making capability with advanced analytics acumen.
• 3-4 years of progressive experience in contact centre management.
• Proven track record of driving measurable improvements in operational KPIs and customer experience outcomes.

Note:- This role requires to work for 5.5 days in a week.