Manager Customer Experience

Job Overview and Responsibilities

This role focuses on leading customer support operations, quality assurance, and workforce management for a customer contact center. The manager oversees all representative activities including coaching, monitoring, and calibration in partnership with the Quality Assurance team. The position is a permanent night shift, Grade 12 role based in Gurugram, Haryana, India. The incumbent will be accountable for managing resources, departments, or locations to ensure departmental goals and operational efficiency aligned with company policies and regulatory standards across national or regional scopes.

Key Responsibilities

• Lead voice-based customer support teams, ideally supporting US or global clients.
• Coach teams to enhance call handling, customer experience, and stakeholder communication.
• Advocate a customer-centric culture emphasizing quality, empathy, and excellent issue resolution.
• Track and drive team performance based on metrics such as customer satisfaction (CSAT), quality assurance, average handle time (AHT), productivity, and SLA compliance.
• Address escalations and complex customer problems using strong decision-making skills.
• Manage hiring, onboarding, and development of talent in a fast-paced setting.
• Ensure operational excellence by enforcing compliance and continuous improvements.
• Collaborate across functions like operations, training, quality, and support for optimal outcomes.
• Analyze trends, identify root causes, and implement preventive and corrective measures proactively.
• Manage dynamic priorities in a growing environment with aggressive timelines.
• Utilize data and reporting tools to inform decisions with strong analytical capabilities.

Additional Duties

• Supervise daily operations to ensure efficient handling of inquiries, bookings, complaints, and resolutions.
• Provide continuous mentoring through feedback, call audits, and performance evaluations.
• Promote adherence to processes, compliance standards, and quality guidelines.
• Lead workforce planning, scheduling, and resource allocation to meet business demands.
• Foster ownership, accountability, and excellence within the team culture.
• Identify and mitigate service risks proactively to minimize customer impact.

Qualifications and Skills

Applicants should possess substantial leadership experience managing voice-based customer support teams with exposure to US or global customer support. Excellent communication skills and a proven ability to coach and mentor are essential. Strong problem-solving aptitude, familiarity with operational metrics, and a customer-focused mindset are required. Experience in hiring and developing high-performance teams is vital, along with proficiency in cross-functional collaboration, and data-driven decision making.

Work Environment and Culture

This position operates during permanent night shifts and offers a dynamic, high-growth workplace emphasizing diversity, equity, and inclusion. The company's philosophy prioritizes people, service, and profit, ensuring a supportive and rewarding environment. FedEx values innovation and quality service, investing back into team members' development and well-being.

Equal Opportunity Statement

The employer practices equal opportunity and affirmative action policies, ensuring no discrimination based on age, race, national origin, religion, gender, marital status, disability, or other protected characteristics.

About the Company

FedEx is a global leader in express transportation services, recognized among the top admired companies worldwide. With a global network reaching over 220 countries, FedEx’s success is credited to its dedicated workforce and a strong culture shaped by the People-Service-Profit philosophy.