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 robust 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
• Bachelor’s degree or equivalent experience.
• 8 + years of experience in con

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