Execute High-Impact CX Initiatives: Project-manage core quality programs
Design and execute structured roadmaps focused on addressing top customer contact and DSAT drivers
Maintain, triage and manage the operational backlog of bugs, intent gaps, and UX improvements for
Partner with CS, Product, Ops and Tech teams to implement initiatives like dynamic, event-driven
Own overall CSAT/DSAT performance
Revamp Online Reputation Management (ORM) playbooks for X (Twitter), Telegram and Facebook

🎯 Requirements

5+ years in Customer Operations, Quality Management or CX Project Management
Proven track record of managing cross-functional initiatives across Product, Tech, and Customer
Strong proficiency in customer support analytics, queue management metrics (AHT, FCR, ART
Comfort with API-driven integrations, IVR routing logic, automated helpdesk workflows and social
Exceptional written and verbal communication skills

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