Responsibilities & Key Deliverables
- Manage end-to-end BAU operations and governance for Web Channels platforms.
- Own website master data management, ensuring accurate and timely updates across customer-facing digital properties.
- Manage and support key vehicle and brand launches on the Launch Portal, including launch readiness, configuration setup, stakeholder coordination, production deployment support, and post-launch hypercare.
- Lead operational planning, readiness, execution, and hypercare support for vehicle booking launches, product launches, and critical business campaigns.
- Coordinate booking data migration activities and ensure data integrity during launch and platform transition events.
- Provide on-ground command center support during launches, managing cross-functional coordination, issue triaging, stakeholder communication, and war-room governance.
- Monitor and drive resolution of payment, booking, and customer-impacting incidents to minimize business and revenue loss.
- Act as the primary point of contact for dealership-related booking and digital platform concerns.




- Support Service Website operations, releases, enhancements, and business stakeholder requirements.
- Drive execution of special projects, CX initiatives, process improvements, and digital transformation programs.
- Develop SOPs, governance frameworks, operational dashboards, and monitoring mechanisms to improve platform reliability and scalability.

Experience

15+ yrs.

Industry Preferred

Automobile

Qualifications

BE - IT

General Requirements
- Secure and uninterrupted Web Channels operations.
- Accurate management of website masters and business-critical data.
- Seamless execution of vehicle booking launches and launch hypercare support.
- Successful booking data migration and operational readiness activities.
- Timely resolution of payment, booking, and dealer escalations.
- Improved Service Website operations and customer experience.
- Effective delivery of special projects

📌 Deputy Manager- Digital Customer Experience (Mumbai)
🏢 Mahindra & Mahindra
📍 Mumbai