CX Process ExcellenceFirstClub • India
CX Process Excellence
FirstClub • India
7 hours ago
Job descriptionMap customer journeys, identify gaps, and redesign processes for efficiency and better CX. Build SOPs, workflows, and guardrails for operations, customer support, and escalations. Partner with product / tech to translate customer problems into clear requirements. Drive small to mid-sized CX or Ops improvement programs end-to-end. Work with Product, Engineering, Category, SCM, and Support teams to align on goals, timelines, and deliverables. Track progress, identify risks, and ensure on-time closures. Analyse customer tickets, trends, quality metrics, and performance dashboards. Convert data into insights with clear hypotheses and action recommendations. Build simple reports / trackers to monitor impact. Support creation of SOPs and knowledge bases for production teams. Partner with the ops team to reduce rework, escalations, and repeat issues. Identify root causes and drive preventive actions. Knows tools like Google Sheets, Excel, dashboards, workflow tools, and ticketing tools and builds different dashboards. Work with tech / product on automation ideas, validations, and requirement writing. 3-4 years of experience in CX, Process Excellence, Program Management, Ops Excellence, or Product Ops. Strong analytical skills (comfortable with Sheets / Excel). Experience in building SOPs / process documents. Good understanding of customer journeys in e-commerce, D2C, or quick-commerce setups. Strong stakeholder management skills, ability to work with cross-functional teams. Exposure to tools (ticketing systems, dashboards, automation / workflow tools). Excellent communication-crisp, structured, and problem-solving oriented. High ownership, attention to detail, and ability to thrive in fast-paced environments.
About the Role
- We’re looking for a strong, hands-on Associate who can support and scale our Customer Experience process excellence agenda.
- This role calls for someone who enjoys solving problems, can work seamlessly across product, ops, engineering, and category, and brings structure, agility, and ownership to everything they do.
- You will drive process improvements, build and manage CX workflows, analyse data to find actionable insights, and support key programs that directly impact customer experience, efficiency, and quality.
- An excellent role for someone who wants to learn fast, own end-to-end workstreams, and grow in a dynamic startup environment.
Key Responsibilities
1. Process Design & Improvement
2. Program Management & Cross-functional Execution
3. Data Analysis & Insights
4. Quality & Escalation Readiness
5. Tools & Automation Awareness
Required Skills & Experience
Create a job alert for this search
Excellence • India
Related jobs
Process Excellence Expert - OTC
AB InBev GCC India • India
AB InBev GCC was incorporated in 2014 as a strategic partner for Anheuser-Busch InBev.The center leverages the power of data and analytics to drive growth for critical business functions such as op...Show more
Last updated: 19 days ago • Promoted
Process Excellence Expert - ATR
AB InBev GCC India • India
AB InBev GCC was incorporated in 2014 as a strategic partner for Anheuser-Busch InBev.The center leverages the power of data and analytics to drive growth for critical business functions such as op...Show more
Last updated: 7 hours ago • Promoted • New!
Process Excellence Manager
Confidential • India
This job is with Pfizer, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.At Pfizer, our mi...Show more
Last updated: 22 days ago • Promoted
Process Excellence Manager
Ola Electric • Republic Of India, IN
Senior Manager – Process Excellence (Sales and Service Operation at Ola Electric).Ola Electric is building India’s most advanced two-wheeler EV ecosystem.
To scale this mission, we are looking for a...Show more
Last updated: 2 days ago • Promoted
Process Analyst - CPM -HRSS (US HR)
Thryve Digital Health LLP • Nagpur, IN
Key skills required - Creating roles in Workday, Supervisory org changes, Modification of roles in Workday, Compensation Changes etc.
Shift- 3PM-12AM / 6 : 30PM- 3 : 30AM (Both ways cab).Mode of work- Hyb...Show more
Last updated: 1 hour ago • Promoted • New!
Senior Process Excellence Manager
Wipro • India
Shift : General Shift, All 3 Days WFO.Strong functional knowledge of Six Sigma, Statistical tools, Quality& Process re-engineering.
Exposure to ISO, CMMi or COPC will be added advantage.Consulting e...Show more
Last updated: 7 hours ago • Promoted • New!
Process Excellence Expert - Otc
AB InBev GCC India • Republic Of India, IN
AB InBev GCC was incorporated in 2014 as a strategic partner for Anheuser-Busch InBev.The center leverages the power of data and analytics to drive growth for critical business functions such as op...Show more
Last updated: 18 days ago • Promoted
Process Excellence Lead ( Risk / Change Management)
Innodata Inc. • Nagpur, IN
Qualifications and Requirements.Bachelor’s degree in Business Administration, Engineering, Operations Management, or related field required.
Master’s degree or MBA preferred.Lean Six Sigma Black Bel...Show more
Last updated: 19 days ago • Promoted
Process Associate
NSEG Pvt. Ltd. • Nagpur, IN
NSEG proudly provides superior performance and quality in all our customer service and back-office processes.In NSEG, we thrive to maintain high quality and standards for the services offered to ma...Show more
Last updated: 1 hour ago • Promoted • New!
Process Excellence Controller
Secure Meters Limited • India
Map end-to-end field service processes.Ensure company quality standards across service.Identify bottlenecks, delays, and errors in operations.
Conduct gap analysis between defined processes and actu...Show more
Last updated: 7 hours ago • Promoted • New!
CRM Business & Process Specialist
NEOPAC Group • India
Job Position : CRM Business & Process SpecialistRole Purpose : .As a CRM Business & Process Specialist, you play a key role in enhancing our Microsoft Dynamics 365 CRM to better support global sales a...Show more
Last updated: 1 hour ago • Promoted • New!
Process Excellence & Improvement Manager (LSSBB)
Asian Hires • India
POSITION REPORTS TO : SENIOR MANAGER – PROCESS EXCELLENCE (Master Black Belt).POSITION LOCATION : VADODARA, INDIA (ON-SITE).
BUDGET : 15,00,000 - 17,00,000 PA.The Manager – Process Excellence (Black Be...Show more
Last updated: 7 hours ago • Promoted • New!
Business Process Excellence Manager
Domnic Lewis • India
Opportunity for Business Process Excellence Manager – Procure to Pay (P2P).Lead global transformation and optimization of Procure-to-Pay processes, driving SAP S / 4HANA implementation to standardize...Show more
Last updated: 7 hours ago • Promoted • New!
Process and Compliance Analyst
Innodata Inc. • Nagpur, IN
The Process and Compliance Analyst is a key contributor to driving operational excellence, regulatory compliance, and continuous improvement across the organization.
This role sits at the intersecti...Show more
Last updated: 13 days ago • Promoted
Implementation (WMS)
Shipsy • Nagpur, IN
Are you passionate about helping enterprise clients succeed with cutting-edge technology? Shipsy is looking for a.AI-native supply chain platform delivers real business impact for our clients.The O...Show more
Last updated: 2 hours ago • Promoted • New!
Process Consultant
Happiest Minds Technologies • Nagpur, IN
Job Title : Process Consultant | Consulting & Presales.Experience : 5-6 years (Post-MBA).We are seeking a dynamic and experienced.
This role emphasizes consulting, process mining, presales, and exposu...Show more
Last updated: 1 hour ago • Promoted • New!
Systems & Process Manager-Services
Zivaya Wellness Pvt. Ltd • Nagpur, IN
Job Title : Systems and Process Manager – Services at Wellness Outlets.The Systems and Process Manager will be responsible for developing, documenting, and implementing Standard Operating Procedures...Show more
Last updated: 2 hours ago • Promoted • New!
Manufacturing Excellence
V-Guard • India
To identify and deliver service improvement activity across the business by employing process improvement methodologies and the application of innovative thinking.
To work with key business stakehol...Show more
Last updated: 7 hours ago • Promoted • New!