Senior Manager – CxPx

Location: Noida

Experience: 1.5–2 years

Function: Customer & Partner Experience / Operations

About the Role

We are looking for a Senior Manager – CxPx to own and drive operations for one of Urban Company’s critical customer and partner experience functions.

CxPx manages customer and partner escalations through a combination of agents and bots. This role will primarily focus on the operations side of the function , with responsibility for driving operational efficiency, productivity, and overall execution.

Key Responsibilities

- Own agent operations , including headcount planning, scheduling, and placement.
- Track and drive productivity and performance metrics across agents, products, and tickets.
- Work closely with cross-functional teams to resolve operational challenges related to fulfillment, no-shows, and partner issues .
- Identify operational gaps and drive initiatives to improve efficiency and customer/partner experience.
- Balance a strong customer experience (CX) lens with sharp operational execution.
- Take end-to-end ownership of operational processes and ensure timely resolution of escalations.





What We're Looking For
- 1.5–2 years of experience in Operations; Cx/Ops experience is preferred.
- Strong hands-on exposure to operations , preferably in customer experience, partner experience, or related functions.
- Candidates with product-side CX experience are also encouraged to apply.
- Strong problem-solving and execution skills, with the ability to work in a rapid-paced environment.
- Strong customer-centric mindset with an understanding of operational metrics and processes.
- Candidates from Tier 1 and Tier 2 institutes are welcome to apply.

What You'll Get to Work On
- Drive operational excellence across a high-impact customer and partner experience function.
- Solve complex, on-ground operational challenges.
- Work closely with multiple teams to improve processes and customer/partner outcomes.
- Operate in a fast-paced environment with significant ownership and responsibility.

Location: Noida Experience: 1.5–2 years

Apply here: https://lnkd.in/gj8ufMgr

📌 Senior Manager - CxPx (Noida)
🏢 Urban
📍 Noida