Senior Manager - CX Design Cleartrip
Cleartrip
Office Location
Full Time
Experience: 5 - 5 years required
Pay:
Salary Information not included
Type: Full Time
Location: Karnataka
Skills: Process design, Cost optimization, Expertise in CX tools, Customer Experience frameworks, AIFirst Thinking, Strong collaborator across functions, Effective communicator, People Leader, customerobsessed, Ownership mentality, Builder Attitude, Datadriven, Strategic Acumen, Strong understanding of unit economics, operational KPIs
About Cleartrip
Job Description
About the team: Design team drives all CX initiatives and owns key metrics like NPS, Automation, CSAT etc. Key Responsibilities: Process Design: Can build scalable, repeatable playbooks, strong at designing SOPs, SLAs, quality metrics, and agent training systems. Expertise in CX tools: Must have experience of managing CRM, IVR, Chat, LMS tools. Customer Experience frameworks: Proficient in designing and improving NPS/CSAT frameworks and running VOC (voice of customer) programs. AI-First Thinking: Understands how to leverage AI tools like chatbots, workflow automation, and intelligent routing to scale operations and enhance CX. Strong collaborator across functions: Product, Tech, Biz, Marketing, Legal, Finance Effective communicator with ability to manage up, down, and across. People leadermotivates the team, builds high accountability, and scales with empathy. Mindset & Values Fit Customer-Obsessed: Lives and breathes customer-first thinking. Feels discomfort at poor experience and moves mountains to delight customers. Ownership Mentality: Takes full responsibility for end-to-end results. Operates with a founders mindsetbias to action, solution-driven, never says thats not my job. Builder Attitude: Enjoys building from scratchprocesses, teams, playbooks, and scalable systems. Can operate without a lot of structure or pre-defined answers. Analytical & Strategic Thinking Data-Driven: Thinks in dashboards, metrics, and experiments. Uses data to validate hypotheses and inform strategic decisions. Strategic Acumen: Can balance daily execution with long-term planning; understands the trade-offs of cost, speed, and quality. Strong understanding of unit economics, cost optimization, and operational KPIs. Bonus Traits (Nice to Have) Experience in travel & lifestyle services Exposure to AI-first or tech-enabled service models. Good to have: 5-8 years of total experience with 2+ years in senior roles, preferably in consumer tech, premium services or hospitality businesses. Proven track record in driving strategic initiatives or leading process excellence in an early-stage/high-growth environment with measurable outcomes on NPS, resolution time, and retention.,