Job DescriptionRole Summary
nWe are seeking a Senior CX Operations Consultant with extensive experience in customer
nsupport operations, operating model design, and customer experience transformation. The ideal
ncandidate will possess deep expertise in contact center operations, process optimization,
nworkforce planning, and service delivery excellence.
nThis role will work closely with operations, delivery, quality, workforce management, training,
ntechnology, and transformation teams to design scalable operating models, improve operational
nperformance, and drive continuous improvement initiatives across customer support functions.
nKey Responsibilities Operations Excellence.
n Assess existing customer support operations and identify opportunities to improve service
ndelivery, operational efficiency, and customer experience.
n Design and implement scalable operating models across voice, chat, email, social media,
nand digital support channels.
n Develop standardized operating procedures, governance frameworks, and service
ndelivery models.




n Drive operational excellence initiatives focused on productivity, quality, compliance, and
ncustomer satisfaction.
n Establish and monitor key operational metrics, dashboards, and performance reporting.
nProcess Improvement & Transformation
n Lead process improvement initiatives using industry best practices and continuous
nimprovement methodologies.
n Identify opportunities to streamline workflows through automation, AI, and digital
nenablement.
n Develop transformation roadmaps to enhance operational performance and customer
nexperience.
n Recommend and implement best practices across workforce management, quality
nassurance, knowledge management, and service delivery.
n Support change management initiatives to ensure successful adoption of current processes
nand operating models.
nCustomer Experience Consulting
nJob Description
n Conduct operational assessments and customer journey revi

📌 Customer Experience Manager (Chennai)
🏢 Straive
📍 Chennai