Sr. Manager Customer Advocate

About the role

The role focuses on improving customer satisfaction, product reliability, and confidence through structured problem solving, strong cross‑functional collaboration, and transparent communication with internal and external stakeholders Customer Advocacy & Satisfaction Act as the primary customer advocate within the plant for all customer quality topics.

What you'll do

• Own customer experience metrics such as CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM) and drive continuous improvement actions
• Ensure timely and effective communication with customers, Front Office, and Service teams on complaints and request Complaint Management & Technical Analysis Lead…
• Conduct and coordinate technical analysis of field return products, ensuring robust root cause analysis and effective corrective and preventive actions
• Work with Technical Experts / Design teams to deliver high‑quality technical reports that build customer confidence Issue Prevention & Systemic Improvement Initiate and…
• Drive FMEAs for customer‑related processes to identify hot points and prevent recurrence

What you need

• 8–12 yrs of experience
• Root cause analysis
• FMEA
• B.Tech or B.E.