Role: Lead - Delivery Experience Excellence (DXE)

Location: IBC Knowledge Park, Bengaluru

Reporting To: Head - Support

Team Name: Delivery Experience Excellence

About the Team and the Role

The Delivery Experience Excellence team at Ather is responsible for driving a passionate, customer-centric culture across the post-purchase lifecycle, governing standard operating systems, and ensuring a consistent brand experience across all physical and digital customer touchpoints.

This role is for a Lead - Delivery Experience Excellence who will be the strategic custodian of the end-to-end customer delivery journey, building process governance frameworks, leading national service and retail audits, and deploying Lean Six Sigma methodologies to eliminate execution gaps and elevate NPS/CSAT across all regions and retail partners.

Responsibilities
- Own customer experience outcomes across all service journeys and channels, acting as the primary voice of the customer in leadership forums.
- Define, implement, and govern standardized SOPs and service policies to establish straightforward,



executable, and scalable service operating systems.
- Set up and execute structured auditsincluding EC/SC visits, ticket sampling, call audits, and service job reviews—to identify gaps between documented processes and actual execution.
- Drive continuous improvement and structured process excellence initiatives using Lean and Six Sigma (DMAIC) methodologies.
- Eliminate repeat customer pain points through systematic root cause analysis and the deployment of long-term upstream fixes.
- Partner cross-functionally with Operations, Product, Technology, and Training teams to implement experience enhancements.
- Define, track, and manage experience-led KPIs and dashboards, presenting performance trends and strategic insights to senior leadership.

Experience and Qualifications
- B.Tech / B.E or equivalent degree; MBA in Operations, SCM, or Service Management is preferred.
- 12 to 18 years of progressive e

📌 Delivery Excellence Team Lead (Bengaluru)
🏢 Ather Energy
📍 Bengaluru