Oct 2022 – Present · 3 yrs 6 mos · On-site

• Managing Customer Experience: Primary responsibility of overseeing the entire customer journey and ensuring that the organization delivers exceptional experiences that exceed customer expectations in every possible way. I am passionate about solving for the most simple as well as complex customer anxiety & friction points.
• Development of right products & implementation of Customer Experience strategy that aligns with the organization's goals and objectives is one of the key responsibilities of my role. My strategies are aimed at delivering a seamless and personalized experience across all customer touchpoints.
• Leveraging customer insights, feedback, and data to drive decision-making and identify opportunities for improvement. Use analytics to monitor key metrics, such as customer satisfaction, NPS etc to continuously improve the customer experience.
• Understanding customer needs, building new proucts and features, creating wireframes, preparing technical requirement documents, managing API integrations with the help of a team to make overall customer experience better.
• Mapping customer journey, recognizing various customer touchpoints, figuring out solutions to problems faced by customers and optimizing business processes to reduce customer effort.
• Assess, observe & analyze other apps, websites, technologies etc in the market and figure out ways to adopt good technologies that contribute towards improving the product & user experience.
• Drive innovation and continuous improvement by keeping up with the latest trends and technologies in customer experience. Experiment with new tools and approaches to improve the customer experience and differentiate the organization from its competitors. Work with different businesses and teams to understand ways of using their services to build a robust and scalable tech stack & encourage automations to ease processes etc at various stages of the business.
• Working with leadership team on budgeting and AOP planning etc.

Mar 2019 – Sep 2022 · 3 yrs 6 mos · On-site

• As Director of Operations I was responsible for overseeing various functions related to operations management and customer experience. Some additional details on my role and responsibilities:
• Analyzing customer feedback and identifying areas of improvement to enhance the customer experience. Collaborating with cross-functional teams to implement changes and track results.
• Developing and implementing strategies for improving operational efficiency and reducing errors, delays and lags etc while maintaining high quality standards.
• Implementing systems and processes to track and measure key performance indicators (KPIs) related to operations and customer experience, and using data to make informed decisions and drive continuous improvement.
• Managing and mentoring teams of operations and customer experience professionals including hiring, training and performance management.
• Ensuring the availability and reliability of systems and technology infrastructure to support operations and customer experience initiatives.
• Identifying new opportunities for growth and innovation in operations and customer experience and leading cross-functional teams to bring these initiatives to fruition.
• Conducting regular audits of operational processes to ensure compliance and identify areas for improvement. Developing and implementing customer service standards and procedures to ensure consistency and quality.
• Leading projects related to process automation, workflow optimization, and system integration to streamline operations and improve the customer experience. Collaborating with product development teams to ensure that new products and features align with customer needs and expectations.
• Monitoring customer satisfaction levels and developing plans to address areas of concern. Developing and implementing strategies for customer retention and loyalty, including customer feedback programs and targeted marketing campaigns.

Mar 2016 – Feb 2019 · 2 yrs 11 mos · On-site

• Responsible for managing affiliate marketing campaigns. Coordinating with retail partners, networks, affiliate marketing agences etc.
• Strategizing and building plans to build and grow business. Optimising process and laying down SOP's etc for customer support and other relevant internal teams.
• Building and maintaining strong relationships with key partners, retailers, and vendors including negotiating contracts and managing performance.
• Ensuring compliance with all relevant regulations, laws, and industry standards, including data privacy and security requirements.

Mar 2014 – Feb 2016 · 1 yr 11 mos · On-site

• This role included interacting with customer, understanding their needs, requirements and problems. Basis the inputs and feedback from customers, give them solutions, pitch workarounds and figure out how to grow their business with us.