Role Summary We are seeking a Senior CX Operations Consultant with extensive experience in customersupport operations, operating model design, and customer experience transformation. The idealcandidate 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 operationalperformance, and drive continuous improvement initiatives across customer support functions. Key Responsibilities Operations Excellence. Assess existing customer support operations and identify opportunities to improve servicedelivery, 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 servicedelivery models. Drive operational excellence initiatives focused on productivity, quality,



compliance, andcustomer satisfaction. Establish and monitor key operational metrics, dashboards, and performance reporting. Process Improvement & Transformation Lead process improvement initiatives using industry best practices and continuousimprovement methodologies. Identify opportunities to streamline workflows through automation, AI, and digitalenablement. Develop transformation roadmaps to enhance operational performance and customerexperience. Recommend and implement best practices across workforce management, qualityassurance, knowledge management, and service delivery. Support change management initiatives to ensure successful adoption of recent processesand operating models. Customer Experience Consulting Job Description Conduct operational assessments and customer journey reviews to identify serviceimprovement opportunities. Analyze operational data and performance trends to

📌 Customer Experience Manager (Chennai)
🏢 Straive
📍 Chennai