Facility CX Manager - Bangalore

Job description

The Manager Facility Client Experience (FCX) will be responsible for driving operational excellence across the South Region by ensuring superior pickup performance, improving client experience, and collaborating with cross-functional teams to deliver consistent service quality. The role requires close coordination with Operations, Sales,Product, and Tech teams to proactively resolve operational challenges, improve network performance, and enhance customer satisfaction. **Key Responsibilities** - Own regional Pickup Performance (PUR), Picked%, and operational service quality across assigned territories. - Monitor and improve key operational KPIs including Pickup Success Rate, NBD Pickup Performance, Slot Adherence, Verification Rate, and SLA compliance. - Drive resolution of customer escalations by performing detailed Root Cause Analysis (RCA) and implementing sustainable corrective actions. - Partner with Operations teams to improve first-mile execution and reduce operational failures across the region. - Collaborate with Sales, KAM, Product, and Technology teams to ensure seamless customer experience and timely issue resolution. - Identify process gaps through data analysis and recommend automation or process improvements to enhance operational efficiency. - Monitor high-impact accounts, warehouses, and service centers, ensuring proactive intervention for performance recovery. - Drive reduction in seller dependency by improving network pickup capability and increasing pickup coverage across assigned accounts. - Analyze operational trends, volume fluctuations, regional performance, and exception cases to identify improvement opportunities. - Design, implement, and continuously improve SOPs, operational workflows, and governance mechanisms. - Lead regular performance reviews with regional stakeholders and present actionable insights using dashboards and data analytics. - Coordinate cross-functional initiatives for network expansion readiness, new customer onboarding, and process stabilization. - Ensure timely closure of operational tickets and follow-up actions while maintaining defined SLAs. - Mentor and guide Assistant Managers and Executives, driving accountability, capability development, and high team performance. - Act as the regional owner for strategic client experience initiatives and represent FCX in leadership discussions. **Required Skills** - Strong analytical and problem-solving abilities with a data-driven approach to decision-making. - Excellent communication and stakeholder management skills across Operations, Sales, Product, and Leadership teams. - Advanced proficiency in Microsoft Excel and PowerPoint; experience with SQL, BI tools, or dashboards is preferred. - Ability to interpret large operational datasets and convert insights into actionable business improvements. - Experience in process design, SOP creation, and continuous improvement initiatives. - Strong ownership mindset with the ability to manage multiple priorities in a fast-paced environment. - Excellent planning, execution, and project management skills. - Ability to lead regional governance reviews and drive performance improvements through structured follow-ups. - Strong people management skills with experience leading and developing high-performing teams. **Preferred Experience** - 5–8 years of experience in Operations, Client Experience, Supply Chain, Logistics, or First Mile Operations. - Experience managing regional operations and handling enterprise or strategic customer accounts. - Prior exposure to data analytics, operational dashboards, and process automation will be an added advantage.