Sr.Manager-Customer Experience & Automation

Job description

Role Summary Noise is looking for a strategic, automation-first Customer Experience leader to own and scale the entire CX function across all product categories (audio, wearables, and new category lines). This is a significantly elevated version of a traditional CX operations role, the incumbent is expected to operate as a business owner of the CX function, not just a process manager: setting the CX vision, driving AI/automation-led transformation, owning P&L-relevant metrics, and building a world-class, proactive, low-touch customer experience organization. The ideal candidate combines hands-on CX operations expertise with a strategic, data-driven, technology-forward mindset, and has a proven track record of building automation programs (bots, self-serve, AI-driven resolution) that measurably reduce cost-to-serve while improving customer satisfaction. Key Responsibilities • Strategic CX Leadership • Own the end-to-end CX charter across all departments — voice, non-voice, ORM, escalations, quality, and training for audio, wearables, and all upcoming categories. • Define and drive a 3–6 month CX transformation roadmap aligned to company growth, category expansion, and customer satisfaction goals. • Build CX into a strategic, board-visible function, present CX health, risks, and transformation progress directly to Head and leadership on a regular cadence. • Benchmark Noise's CX practices against global D2C / consumer electronics standards and proactively bring in industry best practices. • Automation & AI-Led CX (Core Focus Area) • Own and scale automation programs end-to-end: voice bots, AI chat bots, complaint auto-resolution, IVR flows, and self-serve troubleshooting journeys. • Identify new automation opportunities across the CX value chain (pre-purchase, in-life support, post-resolution) and build the business case, roadmap, and ROI tracking for each. • Partner with Product, Tech, and Data teams to deploy GenAI/LLM-based solutions for ticket triage, sentiment analysis, agent-assist, and predictive issue detection. • Own the automation P&L, track cost-per-contact reduction, deflection %, and monthly savings delivered through automation, reporting these numbers to leadership. • Drive a culture of continuous automation, every recurring manual process is a candidate for elimination or bot-led resolution. • CX Operations & Metrics Management • Own all CX metrics: inbound/outbound calling volumes, abandoned %, service/answering levels, ticket resolution TAT, repeat-contact ratio and its reduction, CSAT, and NPS. • Build predictive/leading indicators (not just lagging reports) to flag CX risk before it shows up in CSAT/NPS. • Drive structural reduction in repeat contacts and ticket volumes through root-cause elimination, not just faster resolution. • Quality, Training & Performance • Own the quality framework, call quality scoring, calibration, and audits across in-house and outsourced teams. • Design and continuously upgrade training and certification programs for agents, team leads, and outsourced partner teams. • Build a performance management system linking quality scores, CSAT, and automation adoption to individual and partner-level scorecards. • New Launches & Product Collaboration • Act as the CX voice in every new product launch, flag early trends, defects, and customer pain points to the Product team in real time. • Own creation of troubleshooting guides, FAQs, and resolution playbooks for every new launch, in partnership with Product and Tech. • Build a formal feedback loop from CX to Product/Engineering that influences product roadmap and design decisions. • Escalations, Compliance & Risk • Own resolution and closure of consumer forum escalations (e.g., consumer courts, social/ORM escalations) end-to- end, ensuring timely and compliant closure. • Own CS/warehouse high-ageing ticket resolution ensure tickets are correctly assigned, followed up, and closed within TAT. • Build early-warning systems to flag and prevent escalation pile-ups before they reach critical ageing. • Refunds, Approvals & Financial Controls • Own the refund, approval, and gift-card issuance framework balancing customer delight with fraud control and cost discipline. • Build audit-ready approval workflows with clear thresholds and automation wherever feasible. • Outsourced Partner Management • Own overall performance, SLAs, and governance of all outsourced CX partners across voice, non-voice, and specialized processes. • Own billing validation and cost governance for all outsourced partner spends, ensuring accuracy and cost optimization. • Continuously evaluate partner mix, in-house vs. outsourced balance, and automation-led headcount optimization. • Team & Stakeholder Leadership • Build, mentor, and scale a high-performing CX leadership team (process owners across app, hardware, health- tracking, etc.). • Act as the single point of strategic accountability for CX to the Head and cross-functional leadership (Product, Tech, Supply Chain, Marketing). Required Qualifications & Experience • 10–15+ years of experience in Customer Experience / Customer Service leadership, with at least 4–5 years in a strategic, multi-team ownership role. • Proven, hands-on experience building or scaling automation/AI programs in CX (voice bots, chat bots, complaint automation, self-serve) — not just overseeing vendors. • Experience in consumer electronics, D2C, e-commerce, or high-volume B2C support environments strongly preferred. • Track record of owning CX P&L / cost-to-serve metrics and delivering measurable savings. • Experience managing outsourced BPO/partner relationships, including billing governance. • Experience handling consumer forum / legal escalations and regulatory/co