Senior Manager- Experience

Job Description

Role- Senior Manager- User Experience Location- Bangalore About the Team Being part of Meesho's Fulfillment and Experience (F&E) team as Senior Manager will zip you to the cockpit of our ever-burgeoning rocketship and, youll shape the experience of Bharat’s next billion e-commerce users. We’re an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics to ensure the best possible user and seller experience. At Meesho, we are on a mission to achieve what has never been done before – introducing e-commerce to the tier-2 and tier-3 cities of India. Our team's crucial contribution to this ambitious endeavor involves completely reimagining fulfillment from the ground up. This translates into a multitude of "zero-to-one" projects, offering opportunities for those willing to seize them. Our focus is on constructing a supply chain and user experience that reshapes the landscape of e-commerce. Simultaneously, we are unwavering in our commitment to introducing best-in-class processes and policies, coupled with a steadfast dedication to continuous innovation. The ultimate goal is to consistently deliver excellence in both User and Seller experiences. Emphasizing personal growth and enjoyment at work is integral to our culture, just as much as our dedication to hard work. We foster this through regular one-on-one virtual meetings, engaging monthly all-team catch-ups, and timely recognition and rewards. Join us in this exciting journey where innovation meets personal and professional development! About the role We are looking for an experienced and visionary User Experience – Senior Manager to lead and scale our customer support Channels — including Chat Bot, Voice Bot , and Human Agents . This role is critical in shaping the future of our customer support operations, leveraging AI to unlock new growth, optimize support efficiency, and drive customer satisfaction. You will be responsible for developing and implementing a data-driven strategy to capture and analyze customer support data, transforming it into actionable insights that drive business decisions and strategic initiatives at the leadership level. What you will do 1. Channel Strategy & Optimization: Develop and execute the strategy for optimizing and expanding the use of Chat Bots, Voice Bots , and Human Support Agents to improve customer experience, response times, and issue resolution; Implement automation and self-service solutions to reduce customer friction, decrease resolution times, and lower operational costs. 2. Customer Support Data & Insights: Develop a robust framework to collect, analyze, and surface customer support data (e.g., chat logs, agent interactions, sentiment analysis) that provides valuable insights into customer needs, pain points, and satisfaction; Create and maintain dashboards and reporting systems that track key performance indicators (KPIs) related to customer satisfaction, support channel effectiveness, and operational efficiency; Design and implement a feedback loop from support interactions that drives continuous improvement in products, services, and customer experience. 3. Cross-Functional Leadership: Work closely with Product, Tech, Marketing, and Operations teams to ensure initiatives are aligned with broader company objectives, customer needs, and business goals; Foster a culture of innovation within the customer support team by exploring and implementing emerging AI technologies to drive automation, personalization, and proactive customer engagement What you will need MBA from a premium college with over 4-6 years of hands-on experience in start-ups, consumer internet companies, management consulting, or operations. Demonstrate a robust data-driven mindset, adept at solving complex problems through analytical approaches. Exhibit a proven capability to articulate informed perspectives on business implications and strategies. Showcase a track record of successfully defining and executing initiatives with minimal supervision, reflecting a commitment to extreme ownership. Display expertise in managing multiple stakeholders across various fronts, showcasing adaptability in fast-paced environments.