CX Automation Platforms, Associate Manager

JD - Associate Manager, Customer Experience Automation [Pincode, Indus]

The customer experience automation team for Pincode, and Indus businesses aims to create a smooth and automated support system for all customers, ensuring they receive top-notch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities, develop predictive models to detect potential issues in a customer's journey, and establish preventative measures.

Responsibilities

Own the development and management of PhonePe's automated support channels for Pincode and Indus Businesses in alignment with business goals and improve key performance indicators (KPIs) such as (but not limited to) productivity, customer satisfaction, operational & process efficiency, automation %, etc.

Build deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiencesIdentify, scope and implement measurements and control variables for our support products - automated support, helpdesk, and other tooling suitesDesign and implement scalable automation frameworks for business-critical processes and enhance support metrics.

Keep up with industry trends and continuously assess new technologies and tools that can be incorporated into the automation strategy.

Create and manage SOPs of platform management ensuring compliance and security of platforms.

Lead the team by example - plan the projects, assign tasks to the team, self-execute tasks to lead from the front

Manage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience

Basic Requirements

Engineering graduate with 4+ years of experience in a technical domain related to customer experience, knowledge of SQL

Prior experience of people management

Prior experience in CX or automation and experience robotic process automation

Ability to deal with ambiguity and create processes to streamline information and knowledge dissipation

Ability to manage influence through persuasion, negotiation, and consensus building

Demonstrated desire for continuous learning and improvement

Good to have!

MBA and/or previous experience of digital payments landscape is a plus

2+ years of total experience in Program/Product management roles

Analytical, Inquisitive and process-oriented mindset