Director- Customer Experience

About the role-

Own end-to-end customer experience for 10M+ users across 5 regional languages (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi). Build systems that reduce churn and increase delight — not just support tickets.

Location : Noida, STAGE HQ

Company : STAGE OTT

Reports to : CEO

The Mission-

STAGE is an Entertainment Platform for India’s Regional Cultures.

We exist to celebrate, represent, and elevate the stories, emotions, and identities that define India — across regions, communities, and cultural worlds that mainstream entertainment has historically under-represented.

The Customer Experience function ensures that this promise is kept every single day.

We are looking for a Custodian of Experience — someone who owns how users feel, interact, trust, and stay on STAGE.

You will own the end-to-end Customer Experience, from first onboarding to subscription renewal, across all regional markets. Your mandate is to build an experience that is frictionless, human, culturally aware, and trustworthy — at scale.

What You Will Own (Non-Negotiable)

This role owns the quality of the user’s experience, not just customer support.

You are the final authority on:

How STAGE listens to its users

How STAGE solves user problems

How STAGE designs and improves user journeys

What erodes trust — and what builds loyalty

The systemic fixes that reduce churn and increase delight

Your mandate spans Support + Insights + Experience Design + Retention Influence.

Key Responsibilities:

1. Voice of Customer & Insights (Experience Intelligence Engine)

• Build STAGE’s Voice of Customer (VoC) system — the single source of truth on what users love, hate, and struggle with.
  
• Analyse support tickets, churn patterns, NPS, CSAT, reviews, social sentiment, and behavioural data to identify root causes.
  
• Present a weekly CX Insights Deck to leadership with sharp, prioritised recommendations.
  
• Influence Product, Tech, Content, and Marketing roadmaps with CX insights.
  
• You are the internal advocate of the user, with authority to push for what truly matters.
  

2. Support Excellence (Reactive CX)

• Own all customer support channels (chat, email, WhatsApp, social escalations).
  
• Build strong SOPs, macros, training frameworks, and QA systems for consistent support quality.
  
• Reduce First Response Time (FRT), Resolution Time (TAT), and unnecessary escalations.
  
• Create structure, clarity, and empathy in every user interaction.
  
• Support is your foundation, not your function.
  

3. Experience Design & Journey Optimization (Proactive CX)

CX is responsible for designing experiences that avoid issues before they occur. Map and continuously improve the end-to-end user journeys:

• Onboarding
  

• Content discovery
  

• Subscription flows
  

• Payment flows
  

• Renewals
  

• Cross-region language journeys
  

• Identify friction points and partner with Product & Design to remove them.
  

• Build interventions that decrease drop-offs and increase activation.
  

Your job is to remove cognitive load and confusion from STAGE’s user experience.

4. Retention & Trust Building (Outcome CX)

• Understand why users churn — deeply, not just superficially.
  
• Build churn-prevention strategies with CRM and product teams.
  
• Own customer education, nudges, troubleshooting flows, and in-app help systems.
  
• Build regional-language support capabilities that make users feel understood, not dismissed.
  
• Shape “surprise & delight” programs for superfans and loyal users.
  
• Your job is to create experiences that people return to — not leave.
  

5. CX Infrastructure, Systems & Governance (Operational Excellence)

Build a CX Command Center — real-time dashboard for issues, outages, sentiment, and spikes.

Implement scalable tools for:

• Ticketing
  
• Issue tagging
  
• Self-service support
  
• Feedback collection
  
• WhatsApp automation
  
• Ensure every CX activity is measurable, traceable, and improvable.
  

You create the systems that make the CX engine run predictably and with quality.

Who You Are

• You are obsessed with user trust, clarity, and empathy as business levers.
  
• You operate at the intersection of data, empathy, and design thinking.
  
• You are a systems builder — not a firefighter.
  
• You thrive on diagnosing root causes, not patching symptoms.
  
• You can zoom out to design a multi-quarter experience roadmap — and zoom in to rewrite a confusing FAQ.
  
• You are strong enough to challenge founders and product leaders with user truth — backed by data and clarity.
  
• You have led CX teams before, but remain hands-on when needed.
  

Requirements

• 8–12+ years in Customer Experience, Consumer Operations, Service Design, CX Strategy, or a similar role in consumer-tech
  Proven ownership of:
• CX strategy
  
• Support operations
  
• Experience/journey improvements
  
• User insights & feedback systems
  
• Experience in OTT, fintech, food delivery, mobility, e-commerce, or any large-scale consumer business is a strong advantage.
  
• Deep analytical ability + strong communication + calm, structured problem-solving.
  
• Experience working closely with Product, Engineering, Content, and Marketing teams.
  
• Demonstrated ability to design CX systems, not just manage support teams.
  
• Hindi fluency is mandatory; familiarity with regional languages and cultural contexts (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi) is a strong plus and will be prioritized.
  

This Role Is NOT For

• Pure support managers or ticket-processing supervisors.
  
• People who want to “manage escalations” instead of redesigning systems.
  
• Reactive operators who prefer firefighting over system-building.
  
• Candidates who cannot influence product and business teams with clarity and rigor.
  

Why This Role Matters

Customer Experience is not a back-office function at STAGE. It is a core confidence driver of the business.

This role will define whether STAGE becomes:

• Just another streaming app that users churn from, or
  
• A trusted, delightful entertainment platform that people feel proud to return to.
  

Your work will directly impact:

• Retention
  
• Churn reduction
  
• Subscription growth
  
• Brand trust
  
• App ratings
  
• Word-of-mouth
  

You are the custodian of user happiness and trust.