Sr.Manager-Customer Experience & Automation

About the role

across all product categories (audio, wearables, and new category lines). This is a significantly elevated version of a traditional CX operations role, the incumbent is expected to operate as a business owner of the CX function, not just a building a world-class, proactive, low-touch customer experience organization. The ideal candidate combines hands-on CX

What you'll do

• Own the end-to-end CX charter across all departments — voice, non-voice, ORM, escalations, quality, and training for
• Audio, wearables, and all upcoming categories
• Define and drive a 3–6 month CX transformation roadmap aligned to company growth, category expansion, and
• Build CX into a strategic, board-visible function, present CX health, risks, and transformation progress directly to Head
• And leadership on a regular cadence

What you need

• 10–15 yrs of experience
• CRM
• Customer service
• Escalation handling
• LLMs
• SQL
• Six Sigma
• MBA or B.Tech or B.E.

Good to have

• RPA
• Performance management
• Roadmapping