Location
Mumbai | India
Job description
Job Title: CX Delivery Manager
Location: Mumbai
Salary: 12 LPA
Experience: 5+ Years
Notice Period: Immediate to 15 days
Responsibilities:
Lead and manage the end-to-end delivery of customer experience (CX) projects, ensuring timely and quality delivery within budget constraints.
Collaborate with cross-functional teams including product management, engineering, design, and marketing to define project scope, objectives, and deliverables.
Develop and maintain project plans, timelines, and resource allocations, ensuring alignment with business goals and priorities.
Serve as the primary point of contact for clients, providing regular updates on project status, addressing concerns, and managing expectations.
Identify and mitigate risks and issues proactively, implementing contingency plans as needed to ensure project success.
Drive continuous improvement initiatives to enhance CX delivery processes, methodologies, and tools.
Mentor and coach team members, fostering a culture of accountability, collaboration, and excellence.
Analyze project performance metrics and KPIs, generating reports and insights to inform decision-making and drive business outcomes.
Collaborate with sales and account management teams to identify upsell and cross-sell opportunities, contributing to revenue growth and customer satisfaction.
Stay updated on industry trends, best practices, and emerging technologies in CX delivery, leveraging knowledge to drive innovation and competitive advantage.
Requirements:
Bachelor's degree in business administration, engineering, computer science, or related field.
Proven experience of 5+ years in project management, with a focus on delivering customer experience solutions.
Strong understanding of CX principles, methodologies, and best practices.
Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
Demonstrated leadership and people management capabilities, with the ability to motivate and inspire teams to achieve project goals.
Proficiency in project management tools such as JIRA, Asana, or Trello.
Solid analytical and problem-solving skills, with the ability to translate data into actionable insights.
Experience working in agile environments and familiarity with agile frameworks such as Scrum or Kanban.
Results-oriented mindset with a focus on delivering high-quality solutions that meet or exceed client expectations.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Job tags
Salary
