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 recent 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 prospects 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

📌 Sr Manager Customer Experience Gurugram (India)
🏢 Noise
📍 India