Director- Customer Experience

Custodian of Customer Experience

Job Summary:

The Custodian of Customer Experience role at STAGE involves the commitment to ensuring a remarkable, end-to-end journey for over 10 million users across five regional languages. This position is pivotal in enhancing user satisfaction and loyalty through innovative systems that minimize churn and elevate the customer experience throughout their engagement with our platform.

Key Responsibilities:

• Build and manage the Voice of Customer (VoC) system to gather insights on user sentiments, identifying areas for improvement through detailed analysis of support tickets, churn data, and user feedback.
• Oversee all customer support channels, developing SOPs and training frameworks to ensure exceptional service quality while minimizing response and resolution times.
• Design and optimize user journeys across various touchpoints, proactively addressing friction points in onboarding, content discovery, and subscription flows to create seamless experiences.
• Develop and implement churn-prevention strategies, enhancing user education and support systems to foster trust and loyalty among users.
• Create a CX Command Center to monitor real-time issues, user sentiment, and system performance, ensuring all CX activities are traceable and measurable.
• Partner with Product, Tech, and Marketing teams to integrate user insights into the product planning and execution to enhance the overall customer experience.
• Champion the creation of culturally relevant language support that resonates with users, ensuring they feel understood and valued throughout their journey.

Requirements:

• 8-12+ years of experience in Customer Experience, Consumer Operations, Service Design, or similar roles within consumer technology sectors.
• Proven track record in managing CX strategy, support operations, and improving user experiences across various platforms.
• Strong analytical skills with a knack for transforming data into actionable insights and effective solutions.
• Experience engaging collaboratively with cross-functional teams including Product, Engineering, and Marketing.
• Demonstrated ability to design and implement meaningful CX systems—not just managing support teams.
• Fluency in Hindi is mandatory; familiarity with regional languages such as Haryanvi, Rajasthani, Bhojpuri, Gujarati, and Marathi is highly desirable.
• Exceptional communication skills coupled with structured problem-solving abilities to navigate challenges effectively.

Preferred Qualifications:

• Experience in OTT, fintech, food delivery, mobility, e-commerce, or large-scale consumer business environments.
• Strong operational understanding of customer care technology and systems.
• History of leading diverse CX teams with an emphasis on collaboration and innovation.
• Ability to influence and persuade stakeholders with clarity and conviction.
• Proven experience in creating user-driven projects that foster community and engagement.

Benefits:

• Competitive salary with performance-based bonuses and incentives.
• Comprehensive health and wellness benefits for you and your family.
• Flexible work hours and the option for remote work to maintain work-life balance.
• Access to ongoing professional development and training opportunities.
• A vibrant company culture that celebrates diversity and regional cultures.
• Engaging team-building activities and company-sponsored events.
• Generous leave policies to promote mental health and personal time off.