Cure.Fit – Senior Project Manager – Customer Experience (6-10 yrs)

What’s in it for you?

– Be a part of the journey of building world-class fitness products and services. You will work closely with tech, product and category experts and influence the design & execution of our offline & online products & services.

– Opportunity to leverage your analytics & problem-solving skills in solving complex customer challenges around onboarding, experience & retention of users.

– Ideate & execute tech & product-led solutions for creating a seamless support experience

– Work closely with front end team & end-users to understand their challenges and devise solutions creating long term impact.

– Get first-hand experience of building high NPS products & business at scale..

What will be the key responsibilities?

– Own customer experience design & execution for a business or product.

– Champion voice of customers (VOC) in all business & product decisions; program manage all critical customer products launches & change management efforts.

– Drive strategic projects to deliver best in class customer satisfaction products & services.

– Ideate, deploy and scale automation and proactive monitoring effort on all key product & service operations to ensure quality & CE standards are met

– Work closely with support function to resolve any customer issues

– Create scalable tech & product solutions to help improve service experience

– Hire & groom a team of customer experience leaders to deliver on current & future roadmaps

– Drive process excellence charter in customer experience

Who is this role suitable for?

– 6-8 years post MBA or startup experience in mid-high scale orgs.

– Have set up & scaled customer experience charter; Help build high NPS consumer products

– Have lead customer/partner support functions to deliver high quality & CSAT

– Worked closely with tech/product management function to build tech-enabled CE org.

– Experience of running customer research, engagement initiatives

– Driven operational excellence projects to improve operations/quality KPIs

– Background in process excellence, six sigma quality approach

– Experience in managing senior stakeholders across product, business, tech, ops functions.


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