Looking for an opportunity to transform a business? We are looking for a strategic, customer-focused Senior Manager to champion the Voice of the Customer in an extremely fast-paced, hyper-growth environment supporting Rally-OurBus Consumer Product teams. If you're looking to make an impact that increases the overall customer experience, we're looking for you.

Responsibilities

• Play a significant role in recruiting, developing, and leading a high-performing team of people managers who own the operations experience (Voice of the Customer) by extracting insights from both in-product experiences and customer feedback and then transforming those insights into an actionable "voice of the customer" narrative that drives overall Product and Operations strategy
• Lead your team and product areas with an entrepreneurial and problem-solving mindset, acting as the leader and change agent to improve the experience for customers. Your mandate is to ensure that the users needs from the product is met, and you work closely with the CX & Product teams on making that happen
• Serve as the primary interface ensuring customer feedback and insights are prioritized on the product and operations roadmaps by leading teams through the delivery of the Voice of the Customer
• Thought leader for Operational Excellence for respective products and initiatives, including leading the designing of new operations and improving existing operations - inclusive of all stages of the customer product experience
• Lead Product Quality strategy while upholding and deepening our atmosphere of user empathy
• Excellent verbal and written communication skills, leading the development of highly visible executive summaries and in-depth reports on product and customer experience
• Develop and refine metrics to measure and improve the performance of the team

Requirements

• 6+ years of experience.
• Is it a 5-day work week (Mon-Fri) but the work timing will be 6 PM to 3 AM IST, since the users who we are supporting are primarily in the US.
• Extremely tech-savvy. We don’t expect you to know how to code, but you’ll be building solutions on no-code platforms. We want you to understand what that means.
• Great analytical skills - being able to generate insights from data. Expertise with excel/sheets is a must.
• Strong process orientation & documentation ethic.
• Growth mindset and willingness to roll up your sleeves and do whatever it takes to solve the problem you’re working on.
• Excellent communication skills and ability to collaborate with a remote team.
• Empathy for the customer. If you’re someone who treats every customer like a ticket to be solved, then we’re not a good fit for you

Potential Growth Paths

• Head of Customer Experience
• Sr. Product Manager
• Head of Bus Operations