Associate Manager - Automation - Chatbot/RPA (3-5 yrs)

The customer experience automation team aims to create a smooth and automated support system for all customers, ensuring they receive top-notch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities, develop predictive models to detect potential issues in a customer & journey, and establish preventative measures.

Responsibilities

- Own the development and management of our automated support channels for Pincode and Indus Businesses in alignment with business goals and improve key performance indicators (KPIs) such as (but not limited to) productivity, customer satisfaction, operational & process efficiency, automation %, etc

- Build deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiences

- Identify, scope and implement measurements and control variables for our support products - automated support, helpdesk, and other tooling suites

- Design and implement scalable automation frameworks for business-critical processes and enhance support metrics.

- Keep up with industry trends and continuously assess new technologies and tools that can be incorporated into the automation strategy.

- Create and manage SOPs of platform management ensuring compliance and security of platforms

- Lead the team by example - plan the projects, assign tasks to the team, self-execute tasks to lead from the front

- Manage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience

Basic Requirements

- Engineering graduate with 4+ years of experience in a technical domain related to customer experience, knowledge of SQL, Java/python

- Prior experience of people management

- Prior experience in CX or automation and experience robotic process automation

- Ability to deal with ambiguity and create processes to streamline information and knowledge dissipation

- Ability to manage influence through persuasion, negotiation, and consensus building

- Demonstrated desire for continuous learning and improvement

Good to have!

- MBA and/or previous experience of digital payments landscape is a plus

- 2+ years of total experience in Program/Product management roles

- Analytical, Inquisitive and process-oriented mindset