Job Description: Manager (Customer Experience); Department:  MC- Service Operations

Location: Akurdi, Pune

Role Purpose

To improve customer experience outcomes by effectively managing the NPS system, enabling field teams through insights and coaching, based on huddle quality, and ensuring robust execution across channel partners.

Key Responsibilities

• Manage the end-to-end Net Promoter Score (NPS) system to ensure effective governance and execution.
• Drive and standardize the quality of inner-loop resolutions across the network.
• Collaborate with cross-functional stakeholders and Field ASMs to ensure efficient operations and timely closure of NPS feedback.
• Monitor NPS performance with a focused approach on improving process quality at dealer workshops.
• Provide regular coaching and guidance to ASMs and workshop teams on NPS processes and key improvement areas.

Stakeholder Interaction

Internal: Field Service, training & product support teams

External: Dealer Service Teams

Key Competencies

Functional

• Strong analytical and data-driven problem-solving capability.
• Sound understanding of service operations, including workshop & field team operations.

Behavioural

• Strong cross-functional collaboration, communication, and ownership mindset.
• Result-oriented, self-driven, and able to manage multiple priorities.

IT Skills

• Proficient in MS Excel, PowerPoint, and analytical tools.