Require a Customer Excellence Manager in Bangalore

Customer Experience & Support Excellence Own and optimize customer interaction channels (calls, chats, emails) to deliver faster, empathetic, and more consistent support. Identify bottlenecks in customer journeys and lead cross-functional initiatives to resolve them. Build robust order-to-contact processes, ensuring seamless handoffs across supply chain, product, operations, and support. 2. Automation & AI-Driven Transformation Lead automation initiatives across support and operational functions to minimize manual effort and reduce human dependency. Stay ahead of the curve on AI-driven tools and functionalities; identify and deploy cutting-edge solutions that keep Supertails differentiated in customer experience. Collaborate with product and technology teams to co-create scalable automation frameworks integrated into core systems. 3. Process & Ecosystem Building Design and implement standard operating procedures across customer and supply chain touchpoints. Develop scalable process ecosystems that enable sustainable growth while ensuring consistency in service quality. Drive adoption of continuous improvement practices (Lean, Six Sigma, Kaizen) to achieve operational excellence. 4. Insights & Strategy Use data and analytics to measure impact, track KPIs, and surface actionable insights for leadership. Partner with product, supply chain, and business teams to ensure process improvements align with organizational goals. Anticipate future needs of the e-commerce ecosystem and proactively design solutions that enhance agility and competitiveness Requirements 37 years of experience in process excellence, customer experience, or operations roles in an e-commerce, technology, or consumer-facing business. Strong understanding of e-commerce supply chain, order-to-contact workflows, and customer support ecosystems. Proven ability to design and scale automation and experience with AI tools and digital transformation projects. Strategic thinker with hands-on execution capability; able to balance long-term vision with immediate business needs. Analytical, data-driven, and adept at using insights to influence decisions. Excellent collaboration skills with proven success working with product and technology teams. Exposure to continuous improvement methodologies is a plus.

2-5 years
Bachelor’s degree in Business Administration, Economics, Statistics, Finance, or a related field. 2–5 years of relevant work experience in data analysis, business analytics, or a similar role. Proficiency in Microsoft Excel (advanced functions, pivot tables, VLOOKUP, macros). Experience with data visualization tools such as Power BI, Tableau, or Google Data Studio. Strong understanding of statistical concepts and data interpretation. Excellent analytical, problem-solving, and critical thinking skills. Ability to work independently and manage multiple priorities in a fast-paced environment. Strong written and verbal communication skills with the ability to translate complex data into clear, actionable insights. Familiarity with SQL for data querying and extraction is a plus. Willingness to learn and adapt to new tools, processes, and business challenges.