Purplle is looking for a Manager – Customer Experience to own CX as a growth lever, not a cost center. This is not a support-desk management role. You will drive CX excellence through structured program management and a rigorously data-driven approach, paired with hands-on command of AI-driven automation — to find where the business is genuinely losing customers and revenue, and to build the operational and technological fixes that close those gaps. You'll inherit a function with real, well-documented problems: delivery promises that aren't consistently kept, a repeat-purchase engine that's leaking, a support chatbot scaling faster than its accountability, and years of tribal knowledge that has never been turned into an owned, measured system. Your job is to fix that — with data, not opinions. This role suits someone who gets genuine energy from finding the one number in a mountain of data that changes the whole conversation, and then has the operational grit to actually go fix what it points to. What You'll Own:
Customer Experience Strategy & Economics
• Build and own the CX scorecard beyond NPS: OTIF (on-time-in-full), CPKO, resolution speed, escalation rate, repeat-purchase behavior by customer tier — and tie every one of them to a revenue or retention number leadership can act on.
• Quantify the cost and reorder impact of every major CX failure mode (damaged/missing items, delivery issues, refund delays) and use it to prioritize fixes by rupee impact, not by ticket volume.
• Own resolution-policy decisions (e.g., redispatch vs. refund) with hard data on which choice actually keeps a customer.
Data-Driven Program Management
• Be comfortable pulling and validating your own data (SQL, BigQuery or equivalent) rather than waiting on a dashboard someone else maintains.
• Run root-cause analysis that survives scrutiny — right-sized samples, corrected logic, honest callouts when two systems disagree, and a transparent line between “verified” and “a model.”