Role Summary

Noise is looking for a strategic, automation-first Customer Experience leader to own and scale the entire CX function across all product categories (audio, wearables, and new category lines). This is a significantly elevated version of a traditional CX operations role, the incumbent is expected to operate as a business owner of the CX function, not just a process manager: setting the CX vision, driving AI/automation-led transformation, owning P&L-relevant; metrics, and building a world-class, proactive, low-touch customer experience organization. The ideal candidate combines hands-on CX operations expertise with a strategic, data-driven, technology-forward mindset, and has a proven track record of building automation programs (bots, self-serve, AI-driven resolution) that measurably reduce cost-to-serve while improving customer satisfaction.

Key Responsibilities

- Strategic CX Leadership
- Own the end-to-end CX charter across all departments — voice, non-voice, ORM, escalations, quality, and training for audio, wearables, and all upcoming categories.
- Define and drive a 3–6 month CX transformation roadmap aligned to company growth, category expansion, and customer satisfaction goals.
- Build CX into a strategic, board-visible function, present CX health, risks, and transformation progress directly to Head and leadership on a regular cadence.
- Benchmark Noise's CX practices against global D2C / consumer electronics standards and proactively bring in industry best practices.
- Automation & AI-Led CX (Core Focus Area)
- Own and scale automation programs end-to-end: voice bots, AI chat bots, complaint auto-resolution, IVR flows, and self-serve troubleshooting journeys.
- Identify current automation opportunities across the CX value chain (pre-purchase, in-life support, post-resolution) and build the business case, roadmap, and ROI tracking for each.
- Partner with Product, Tech, and Data teams to deploy GenAI/LLM-based solutions for ticket triage, sentiment analysis, agent-assist, and predictive issue detection.
- Own the automation P&L;, track cost-per-contact reduction, deflection %, and monthly savings delivered through automation, reporting these numbers to leadership.
- Drive a culture of continuous automation, every recurring manual process is a candidate for elimination or bot-led resolution.
- CX Operations & Metrics Management
- Own all CX metrics: inbound/outbound calling volumes, abandoned %, service/answering levels, ticket resolution TAT,





repeat-contact ratio and its reduction, CSAT, and NPS.

- Build predictive/leading indicators (not just lagging reports) to flag CX risk before it shows up in CSAT/NPS.
- Drive structural reduction in repeat contacts and ticket volumes through root-cause elimination, not just faster resolution.
- Quality, Training & Performance
- Own the quality framework, call quality scoring, calibration, and audits across in-house and outsourced teams.
- Design and continuously upgrade training and certification programs for agents, team leads, and outsourced partner teams.
- Build a performance management system linking quality scores, CSAT, and automation adoption to individual and partner-level scorecards.
- New Launches & Product Collaboration
- Act as the CX voice in every new product launch, flag early trends, defects, and customer pain points to the Product team in real time.
- Own creation of troubleshooting guides, FAQs, and resolution playbooks for every new launch, in partnership with

Product and Tech.

- Build a formal feedback loop from CX to Product/Engineering that influences product roadmap and design decisions.
- Escalations, Compliance & Risk
- Own resolution and closure of consumer forum escalations (e.g., consumer courts, social/ORM escalations) end-to-

end, ensuring timely and compliant closure.

- Own CS/warehouse high-ageing ticket resolution ensure tickets are correctly assigned, followed up, and closed within

TAT.

- Build early-warning systems to flag and prevent escalation pile-ups before they reach critical ageing.
- Refunds, Approvals & Financial Controls
- Own the refund, approval, and gift-card issuance framework balancing customer delight with fraud control and cost discipline.
- Build audit-ready approval workflows with clear thresholds and automation wherever feasible.

8.

Outsourced Partner

Management

- Own overall performance, SLAs, and governance of all outsourced CX partners across voice, non-voice, and specialized processes.
- Own billing validation and cost governance for all outsourced partner spends, ensuring accuracy and cost optimization.




- Continuously evaluate partner mix, in-house vs. outsourced balance, and automation-led headcount optimization.
- Team & Stakeholder Leadership
- Build, mentor, and scale a high-performing CX leadership team (process owners across app, hardware, health-

tracking, etc.).

- Act as the single point of strategic accountability for CX to the Head and cross-functional leadership (Product, Tech,

Supply Chain, Marketing).

Required Qualifications &

Experience

- 10–15+ years of experience in Customer Experience / Customer Service leadership, with at least 4–5 years in a strategic, multi-team ownership role.
- Proven, hands-on experience building or scaling automation/AI programs in CX (voice bots, chat bots, complaint automation, self-serve) — not just overseeing vendors.
- Experience in consumer electronics, D2C, e-commerce, or high-volume B2C support environments strongly preferred.
- Track record of owning CX P&L; / cost-to-serve metrics and delivering measurable savings.
- Experience managing outsourced BPO/partner relationships, including billing governance.
- Experience handling consumer forum / legal escalations and regulatory/compliance-sensitive resolutions.
- Strong data orientation comfortable working with CRM/SQL-based reporting, dashboards, and leadership-level presentations.

Key Skills &

Competencies

- Strategic thinking with strong execution discipline, able to operate at both boardroom and ground level.
- Deep working knowledge of AI/automation tools relevant to CX (voice bots, GenAI/LLM-based support tools, IVR/NLU platforms).
- Strong stakeholder management — able to influence Product, Tech, and CEO-level audiences.
- Data-driven decision-making; strong Excel/BI/SQL literacy.
- Excellent crisis and escalation management under pressure.
- People leadership able to build and scale high-performing teams and outsourced partner ecosystems.

Education Qualification

- Graduate in any discipline - mandatory
- MBA/PGDM (Operations, General Management, or Marketing) from a reputed institute - strongly preferred
- Engineering background (B.E./B.Tech) with MBA - added advantage, given technical/product interface of the role
- Relevant certifications:
- Six Sigma (Green/Black Belt) - process/quality rigor
- COPC / CCXP (Certified Customer Experience Professional) CX domain credibility
- RPA/Conversational AI certification (e.g., UiPath, Dialogflow, any GenAI-in-CX cert) — supports the automation charter

📌 Sr.Manager-Customer Experience & Automation (Gurugram)
🏢 Noise
📍 Gurugram