Job Summary

We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.

Key Responsibilities

We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.

Skill Requirements

Bachelor’s degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field. • Overall 8+ years with 5+ years of progressive experience in Service Delivery, Operations Management, or Customer Support. • Strong program management experience,



including strategic planning, organization, execution, and follow-through. • Strong data gathering and analytical skills which translate to action for improvement. • Valuable presentation skills to build and share inspiring visual stories and use cases. • Strong collaboration and influencing skills at all levels. • Ability to adapt and change with the needs of the organization and business. • Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing. • Recent experience as part of a Customer Experience organization preferred. • Excellent communication skills in English. • ITIL v3 or above certification. • Experience in handling End User Technology Transition and Transformation Projects. • Experience in delivery management and deployment of solutions.

Must Have Skill

Program & Project Management

Good to Have Skill

Other Requirements

📌 SME - Program & Project Management (India)
🏢 HCLTech
📍 India