{"id":3101177,"url":"https://alion.io/job/mosaic-wellness-customer-experience-manager","title":"Customer Experience – Manager","company":{"id":3863073,"name":"Mosaic Wellness","domain":"mosaicwellness.in","url":"https://alion.io/company/mosaicwellness","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":25000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":31},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Workspace","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-22T16:32:32Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-24T13:17:51Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"ROLE SUMMARY\nResponsible for end-to-end ownership of the customer experience function across chat, email, AI calling across marketplace and D2C channels. Sets and achieves departmental goals through governance, performance management, partner management and customer insights, using best-practice leadership and management principles and ensuring adherence to organizational procedures, policies and systems.\nKEY RESPONSIBILITIES/ ACCOUNTABILITIES\nCore Responsibilities :\nGovernance & Performance Management: Establish CX processes, review mechanisms, performance metrics, SLAs and reporting across all channels. Develop and manage key performance indicators and communicate performance and process improvements based on fact-based business intelligence. \nPerformance Delivery: Identify, develop and drive plans to ensure the Customer Service team meets all performance metrics (e.g. CSAT, FCR, resolution time, query % reduction, escalations). People Management: Manage the current CX setup, drive productivity, and ensure consistent service quality and performance across the team. \nPartner Management: Manage external CX partners, monitor performance against SLAs, and drive continuous improvement. Create and deliver in-house and partner performance reports; collect, analyse and summarise data, identify trends and create appropriate action plans. \nChannel & Automation Management: Oversee customer interactions across chat, email and AI calling, ensuring effective query resolution, consistent communication and optimal use of automation. Monitor and track channel performance with respect to FRT, CSAT, escalations and quick, crisp responses. \nConsumer Insights & Voice of the Customer: Analyse customer feedback, complaints, reviews and recurring issues across marketplace and D2C channels, and share actionable insights with business teams. Drive a comprehensive “Voice of the Customer” strategy that aligns VOC insights with in-depth customer analyses to better understand and predict consumer behaviour. \nContinuous Improvement: Identify key customer pain points, drive root-cause analysis, and work with relevant stakeholders to improve customer satisfaction and reduce recurring complaints. Drive Customer Delight projects and re-engineer SOPs. \nMulti-Market Service: Manage customer experience for customers in the USA and India, ensuring service standards, communication and coverage suit each market. \nCross-Functional Coordination: Coordinate with Logistics, Business and Product teams for closure of cases. \nGovernance Cadence: Participate in daily and weekly meetings, address key performance concerns, and follow up on action plans to drive performance. \nKnowledge & Quality: Own knowledge management for the team and quality control.\nSelf-Management Responsibilities :\nInnovate, design, develop, and implement processes, systems, and technology to support and enhance the process. \nSupervise and work closely with the LOB team to monitor performance and resolve ops issues. \nEnsuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes. \nOrganize and coordinate the training programs for new hires and refresher customer service training programs. \nWork with Inhouse Supervisors & Team members to ensure escalated cases are closed on priority and learnings are implemented in the SOPs. \nDevelop SOP and Ops Excellence framework. \nApply performance management strategies - action plans, BQ planning.\nPerformance management and appraisals of the team.\nKNOWLEDGE\nMinimum Qualifications | Graduate / Diploma (10 + 2 + 3 / 10 + 3)\nLanguage Skills | English (spoken and written); Spoken Hindi (neutral accent)\nEXPERIENCE\nYears of Experience : A minimum of 6 to 8 years of experience in Customer Service operations.\nNature of Experience : Minimum 2 years in a startup / D2C environment. \nMandatory: Proven experience managing customers across the USA or India markets. \nExperience managing customer service for marketplace and D2C channels and analyzing customer feedback, complaints and reviews. \nExperience managing external CX / BPO partners against SLAs and overseeing chat, email & voice channel\nTECHNICAL COMPETENCIES\nWorking knowledge of MS Office / Google Workspace; strong Excel / Sheets skills for reporting and analysis\nTelephony Systems like Avaya, Genesys, Exotel etc.\nCRM systems like Salesforce, Freshdesk, Kapture etc.\nHelpdesk / ticketing and marketplace seller portals, and complaint / review dashboards\nExposure to AI calling, chatbot and automation platforms\nExposure to COPC & 6 Sigma concept.","description_format":"text","description_chars":4598,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Hindi","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T17:33:54Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":35,"reasons":["conf:1","stale_co","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/mosaic-wellness-customer-experience-manager","json_url":"https://alion.io/job/mosaic-wellness-customer-experience-manager.json","meta":{"generated_at":"2026-10-24T13:31:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19439,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3863073},"rest":"https://alion.io/mcp/rest/get_company?id=3863073"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmosaic-wellness-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmosaic-wellness-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmosaic-wellness-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mosaic-wellness-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmosaic-wellness-customer-experience-manager"}]}