Associate Manager - Customer Experience & Engagement

Company : Smytten

Job Type : Full Time

Ahmedabad, India

Job Description - Associate Manager - Customer Experience & Engagement

About the Opportunity

We are seeking a professional to manage customer experience, improve operational processes, handle complex customer issues, and lead a team. This role is critical for ensuring customer satisfaction, maintaining quality standards, and driving efficiency through technology and automation across cross-functional teams.

Role & Responsibilities
- Customer Communication: Create FAQs, email templates, and self-help content to provide
clear, consistent, and personalized customer support.
- Process Improvement: Work with supply chain, warehouse, and other teams to identify root
causes of order-related issues and reduce customer complaints.
- Quality Management: Conduct quality checks for products and product listings before launch to
ensure accuracy and maintain customer trust.
- Customer Experience Improvement: Reduce customer queries by improving processes,
resolving issues quickly, and increasing First Contact Resolution (FCR).
- Team Management: Lead and guide a team of 8 direct reports and manage workforce planning
for approximately 25 employees, including hiring, scheduling, performance, and employee
development.
- Escalation Management: Handle complex customer complaints, application reviews, social
media escalations, and critical operational issues.
- System Improvement & Automation: Test systems and new features, report bugs, prepare
Business Requirement Documents (BRDs), and suggest product improvements to reduce
manual work and optimize chatbot performance.
- Training & SOP Development: Train team members on systems and processes, ensure they
are fully trained within 15 days, and develop Standard Operating Procedures (SOPs) to improve
coordination between teams.

Skills & Qualifications
- Customer Experience Management: Ability to improve customer satisfaction and resolve
customer issues effectively.
- Team Leadership: Experience managing teams, workforce planning, performance, and
employee development.
- Problem-Solving: Ability to identify the root cause of issues and implement long-term solutions.
- Process Improvement: Ability to simplify workflows, reduce repetitive tasks, and improve
operational efficiency.
- Escalation Management: Ability to handle sensitive complaints and complex customer or
operational issues.
- Cross-Functional Coordination: Strong collaboration skills to work with warehouse, supply
chain, product, and other teams.
- Quality Assurance: Attention to detail and the ability to maintain high standards of product and
listing accuracy.
- System Testing & Automation: Understanding of system testing, bug reporting, chatbot
optimization, and automation.
- Documentation Skills: Ability to prepare BRDs, SOPs, FAQs, and customer communication
templates.
- Training & Communication: Strong communication skills and the ability to train team members
on systems and processes.
- Data-Driven Decision-Making: Ability to monitor performance metrics, identify trends, and use
data to improve results.

Preferred
Experience in customer experience, customer support operations, e-commerce operations, quality assurance, or team management.

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Associate Manager - Customer Experience & Engagement

Job Description - Associate Manager - Customer Experience & Engagement

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