Role Overview
The Manager – Customer Experience will lead and manage the escalation team responsible for handling high-visibility and sensitive customer issues. This role includes managing a team comprising Senior Executives and Assistant Managers, ensuring process excellence, timely resolution, and adherence to service delivery standards. The Manager will drive performance, coach team members, and ensure seamless escalation management through strong communication, problem-solving, and people leadership skills.
Key Responsibilities
Team Leadership & Performance Management
- Lead, guide, and mentor a team of Senior Executives and Assistant Managers.
- Drive daily performance ensuring achievement of targets and strict adherence to Service Level Agreements (SLAs).
- Provide continuous coaching, feedback, and training to enhance call/email quality and process adherence.
- Prepare and implement development plans for team members aligned with performance expectations.
- Maintain and update statistical performance reports for daily/weekly reviews.
Escalation Handling
- Handle escalated and sensitive cases with professionalism, ensuring timely and amicable closure.
- Manage leadership-level escalations with a high degree of ownership and maturity.
- Conduct detailed root cause analysis (RCA) and implement corrective action plans for recurring issues.
- Personally handle and resolve 10–12 customer complaints per day as required.
Operational Excellence
- Ensure thorough understanding and dissemination of process-related updates across the team.
- Support in preparing weekly data decks, MIS, and performance reports.
- Maintain strong intra-departmental relationships to ensure smooth cross-functional coordination.
- Execute outreach activities through extensive outbound calling when required.
Required Skills & Competencies
- Strong people management skills with demonstrated experience in leading high-performing teams.
- Excellent written communication and presentation skills.
- High resilience and composure in handling demanding customers and challenging situations.
- Effective persuasion and negotiation skills.
- Strong analytical skills with experience in RCA, corrective planning, and execution.
- Ability to work independently and as a collaborative team player.
- High attention to detail and process orientation.
- Aviation industry knowledge/background will be an added advantage.
Other Requirements
- Comfortable working in rotational shifts and weekends.
- Ability to manage large volumes of email escalations and outbound calls.
- Customer-first mindset with strong problem-resolution capabilities.
- Bachelor's Degree in any displine
