Position Overview
Job Description: Manager (Customer Experience); Department: MC- Service Operations
Location: Akurdi, Pune
Role Purpose
To improve customer experience outcomes by effectively managing the NPS system, enabling field teams through insights and coaching, based on huddle quality, and ensuring robust execution across channel partners.
Key Responsibilities
Manage the end-to-end Net Promoter Score (NPS) system to ensure effective governance and execution.Drive and standardize the quality of inner-loop resolutions across the network.Collaborate with cross-functional stakeholders and Field ASMs to ensure efficient operations and timely closure of NPS feedback.Monitor NPS performance with a focused approach on improving process quality at dealer workshops.Provide regular coaching and guidance to ASMs and workshop teams on NPS processes and key improvement areas.Stakeholder Interacti...