The Customer Experience Manager is responsible for leading and scaling contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes. The role drives operational performance, organizational capability, and customer experience strategy across CX teams, while enabling growth, efficiency, and continuous improvement.

Key responsibilities

- Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.

- Define and execute customer experience strategy to meet customer needs across products, segments, and markets.

- Oversee team structure, workforce planning, and organizational design to support operational scalability.

- Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.

- Ensure achievement of service levels, KPIs, and operational targets through structured performance management.

- Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.

- Develop and implement business continuity plans for critical customer processes.

- Monitor performance trends, identify risks, and implement corrective action plans.

- Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.

- Build and maintain strong relationships with internal and external stakeholders.

- Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.

Accountabilities

- Delivery of CX performance against KPIs (service levels, productivity, customer satisfaction).

- Organizational capability development,



including leadership pipeline and team performance.

- Execution of strategic initiatives and continuous improvement plans.

- Operational resilience and continuity of customer-facing processes.

Required qualification, experience & skills

- Bachelors degree or equivalent experience.

- 8 + years of experience in contact center management or similar leadership roles.

- Strong leadership and people management skills, with experience managing managers or large teams.

- Proven ability to drive performance, operational excellence, and customer satisfaction.

- Strong stakeholder management and communication skills.

- Ability to operate in complex, fast-paced environments and manage multiple priorities.

- Experience in building and scaling operations.

Required Business/ Technical Knowledge

- Robust understanding of contact center operations and performance metrics.

- Knowledge of customer experience frameworks and continuous improvement methodologies.

- Experience with tools such as SAP and advanced Excel.

- Familiarity with Lean Six Sigma and/or project management methodologies.

- Understanding of logistics and supply chain operations (preferred).

Key measures

- Customer Satisfaction (CSAT)

- Service Level / Phone Accessibility

- Productivity and operational efficiency

- Average Handle Time (AHT) and Average Speed of Answer (ASA)

- Shrinkage and workforce effectiveness

- Volume growth and churn management

Shift Timings

- Flexibility to work in rotational shifts, including night shifts, based on business requirements.

- Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.

📌 Customer Experience Manager (Chennai)
🏢 A.P. Moller - Maersk
📍 Chennai