Sr.Manager-Customer Experience & Automation

<div>Job

Location:

Gurugram/Delhi<br><br>Role Summary<br>Noise is looking for a strategic, automation-first Customer Experience leader to own and scale the entire CX function<br>across all product categories (audio, wearables, and new category lines). This is a significantly elevated version of a<br>traditional CX operations role, the incumbent is expected to operate as a business owner of the CX function, not just a<br>process manager: setting the CX vision, driving AI/automation-led transformation, owning P&L-relevant metrics, and<br>building a world-class, proactive, low-touch customer experience organization. The ideal candidate combines hands-on CX<br>operations expertise with a strategic, data-driven, technology-forward mindset, and has a proven track record of building<br>automation programs (bots, self-serve, AI-driven resolution) that measurably reduce cost-to-serve while improving<br>customer satisfaction.<br><br>Key Responsibilities<br>1. Strategic CX Leadership<br>

• Own the end-to-end CX charter across all departments — voice, non-voice, ORM, escalations, quality, and training for<br>audio, wearables, and all upcoming categories.<br>
• Define and drive a 3–6 month CX transformation roadmap aligned to company growth, category expansion, and<br>customer satisfaction goals.<br>
• Build CX into a strategic, board-visible function, present CX health, risks, and transformation progress directly to Head<br>and leadership on a regular cadence.<br>
• Benchmark Noise's CX practices against global D2C / consumer electronics standards and proactively bring in industry<br>best practices.<br>2. Automation & AI-Led CX (Core Focus Area)<br>
• Own and scale automation programs end-to-end: voice bots, AI chat bots, complaint auto-resolution, IVR flows, and<br>self-serve troubleshooting journeys.<br>
• Identify new automation opportunities across the CX value chain (pre-purchase, in-life support, post-resolution) and<br>build the business case, roadmap, and ROI tracking for each.<br>
• Partner with Product, Tech, and Data teams to deploy GenAI/LLM-based solutions for ticket triage, sentiment<br>analysis, agent-assist, and predictive issue detection.<br>
• Own the automation P&L, track cost-per-contact reduction, deflection %, and monthly savings delivered through<br>automation, reporting these numbers to leadership.<br>
• Drive a culture of continuous automation, every recurring manual process is a candidate for elimination or bot-led<br>resolution.<br>3. CX Operations & Metrics Management<br>
• Own all CX metrics: inbound/outbound calling volumes, abandoned %, service/answering levels, ticket resolution TAT,<br>repeat-contact ratio and its reduction, CSAT, and NPS.<br>
• Build predictive/leading indicators (not just lagging reports) to flag CX risk before it shows up in CSAT/NPS.<br>
• Drive structural reduction in repeat contacts and ticket volumes through root-cause elimination, not just faster<br>resolution.<br><br>4. Quality, Training & Performance<br>
• Own the quality framework, call quality scoring, calibration, and audits across in-house and outsourced teams.<br>
• Design and continuously upgrade training and certification programs for agents, team leads, and outsourced partner<br>teams.<br>
• Build a performance management system linking quality scores, CSAT, and automation adoption to individual and<br>partner-level scorecards.<br>5. New Launches & Product Collaboration<br>
• Act as the CX voice in every new product launch, flag early trends, defects, and customer pain points to the Product<br>team in real time.<br>
• Own creation of troubleshooting guides, FAQs, and resolution playbooks for every new launch, in partnership with<br>Product and Tech.<br>
• Build a formal feedback loop from CX to Product/Engineering that influences product roadmap and design decisions.<br>6. Escalations, Compliance & Risk<br>
• Own resolution and closure of consumer forum escalations (e.g., consumer courts, social/ORM escalations) end-to-<br>end, ensuring timely and compliant closure.<br>
• Own CS/warehouse high-ageing ticket resolution ensure tickets are correctly assigned, followed up, and closed within<br>TAT.<br>
• Build early-warning systems to flag and prevent escalation pile-ups before they reach critical ageing.<br>7. Refunds, Approvals & Financial Controls<br>
• Own the refund, approval, and gift-card issuance framework balancing customer delight with fraud control and cost<br>discipline.<br>
• Build audit-ready approval workflows with clear thresholds and automation wherever feasible.<br>8. Outsourced Partner Management<br>
• Own overall performance, SLAs, and governance of all outsourced CX partners across voice, non-voice, and<br>specialized processes.<br>
• Own billing validation and cost governance for all outsourced partner spends, ensuring accuracy and cost<br>optimization.<br>
• Continuously evaluate partner mix, in-house vs. outsourced balance, and automation-led headcount optimization.<br>9. Team & Stakeholder Leadership<br>
• Build, mentor, and scale a high-performing CX leadership team (process owners across app, hardware, health-<br>tracking, etc.).<br>
• Act as the single point of strategic accountability for CX to the Head and cross-functional leadership (Product, Tech,<br>Supply Chain, Marketing).<br><br>Required Qualifications & Experience<br>
• 10–15+ years of experience in Customer Experience / Customer Service leadership, with at least 4–5 years in a<br>strategic, multi-team ownership role.<br>
• Proven, hands-on experience building or scaling automation/AI programs in CX (voice bots, chat bots, complaint<br>automation, self-serve) — not just overseeing vendors.<br>
• Experience in consumer electronics, D2C, e-commerce, or high-volume B2C support environments strongly preferred.<br>
• Track record of owning CX P&L / cost-to-serve metrics and delivering measurable savings.<br>
• Experience managing outsourced BPO/partner relationships, including billing governance.<br>
• Experience handling consumer forum / legal escalations and regulatory/compliance-sensitive resolutions.<br>
• Strong data orientation comfortable working with CRM/SQL-based reporting, dashboards, and leadership-level<br>presentations.<br><br>Key Skills & Competencies<br>
• Strategic thinking with strong execution discipline, able to operate at both boardroom and ground level.<br>
• Deep working knowledge of AI/automation tools relevant to CX (voice bots, GenAI/LLM-based support tools, IVR/NLU<br>platforms).<br>
• Strong stakeholder management — able to influence Product, Tech, and CEO-level audiences.<br>
• Data-driven decision-making; strong Excel/BI/SQL literacy.<br>
• Excellent crisis and escalation management under pressure.<br>
• People leadership able to build and scale high-performing teams and outsourced partner ecosystems.<br>Education Qualification<br>
• Graduate in any discipline - mandatory<br>
• MBA/PGDM (Operations, General Management, or Marketing) from a reputed institute - strongly preferred<br>
• Engineering background (B.E./B.Tech) with MBA - added advantage, given technical/product interface of the role<br>
• Relevant certifications:<br>
• Six Sigma (Green/Black Belt) - process/quality rigor<br>
• COPC / CCXP (Certified Customer Experience Professional) CX domain credibility<br>
• RPA/Conversational AI certification (e.g., UiPath, Dialogflow, any GenAI-in-CX cert) — supports the automation<br>charter</div>