Role Summary
We are seeking a Senior CX Operations Consultant with extensive experience in customer
support operations, operating model design, and customer experience transformation. The ideal
candidate will possess deep expertise in contact center operations, process optimization,
workforce planning, and service delivery excellence.
This role will work closely with operations, delivery, quality, workforce management, training,
technology, and transformation teams to design scalable operating models, improve operational
performance, and drive continuous improvement initiatives across customer support functions.
Key Responsibilities Operations Excellence.
Assess existing customer support operations and identify opportunities to improve service
delivery, operational efficiency, and customer experience.
Design and implement scalable operating models across voice, chat, email, social media,
and digital support channels.
Develop standardized operating procedures, governance frameworks, and service
delivery models.
Drive operational excellence initiatives focused on productivity, quality, compliance, and
customer satisfaction.
Establish and monitor key operational metrics, dashboards, and performance reporting.
Process Improvement & Transformation
Lead process improvement initiatives using industry best practices and continuous
improvement methodologies.
Identify opportunities to streamline workflows through automation, AI, and digital
enablement.
Develop transformation roadmaps to enhance operational performance and customer
experience.
Recommend and implement best practices across workforce management, quality
assurance, knowledge management, and service delivery.
Support change management initiatives to ensure successful adoption of current processes
and operating models.
Customer Experience Consulting
Job Description
Conduct operational assessments and customer journey reviews to identify service
improvement opportuni
📌 Customer Experience Manager (India)
🏢 Straive
📍 India