CX Process Excellence

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

Map 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.

2. Program Management & Cross-functional Execution

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.

3. Data Analysis & Insights

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.

4. Quality & Escalation Readiness

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.

5. Tools & Automation Awareness

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.

Required Skills & Experience

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.