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Namma Yatri is seeking an Assistant Manager for Customer Experience & Strategy to join their CX team in Bengaluru. This role bridges customer support operations with product strategy, requiring someone who thrives in a fast-paced startup environment and is passionate about customer-centric problem-solving.
You will manage and mentor CX executives through coaching, feedback, and capability development. Key responsibilities include designing and delivering onboarding and refresher training programs, building learning modules and assessments, and partnering with team leads to improve performance. You'll own the continuous improvement of customer support SOPs and knowledge bases, ensuring new product launches and process changes are properly documented and communicated across the team.
A critical part of this role is acting as the bridge between Product and CX teams. You'll consolidate customer feedback into actionable insights, support feature launches through training and documentation, and work with Product to reduce customer pain points and improve supportability. On the operations side, you'll analyze support trends, track key CX metrics, drive quality improvements, and support automation and AI-led CX initiatives.
The ideal candidate has 2–3 years of experience in Customer Experience, Customer Support, Operations, or Customer Success. You should have strong communication and stakeholder management skills, with experience conducting training or creating learning content. You're analytical, data-driven, and proactive—comfortable with process improvement and building new systems from scratch. You thrive on coaching and enabling teams, take ownership of outcomes, and are eager to learn in a high-growth environment.
