Zoomcar.com – Associate Director – Process Excellence (8-10 yrs)

Roles and Responsibility :-

– Drive consistent and ever improving performance with respect to all key Customer Experience metrics such as NPS, Trip score, CSAT and Complaints etc.

– Identify system and process improvement opportunities to solve complex operational issues and proactively heading off negative service trends.

– Work closely with the Product/Tech teams to ensure that tools and systems are continuously enhanced.

– Understanding & utilizing resources available through internal systems, policies & procedures, striving to improve the same

Critical skill sets:-

– Process improvement

– Designing Customer retention programs

– Simplifying business processes

– Empathy towards customer issues ( with a thorough experience in service industry)

– Understanding data and analysing trends