Manager, Customer Experience Operations at Reliance HMO

As the Manager of Customer Experience Operations, you will build and run the systems, processes, and reporting that power our support teams. Your work will ensure that customer issues are tracked, triaged, escalated, and resolved efficiently across all channels.

This is a hands-on, execution-heavy role focused on clarity, speed, and scale. You will partner with team leads, analysts, and cross-functional teams to streamline workflows, manage tooling, improve SLAs, and drive continuous improvement using data.

As a Manager of Customer Experience Operations, you will:

• Design and manage end-to-end support operations workflows and escalations
• Own and optimize support tooling, ticketing systems, and integrations
• Monitor and report on operational metrics (SLA, CSAT, FCR, backlog, etc.)
• Build and maintain dashboards to provide real-time insights to leadership and teams
• Partner with QA, training, and team leads to improve quality and consistency
• Identify and resolve process gaps or inefficiencies that impact customer experience
• Support change management initiatives across the CX function
• Lead root-cause analysis on recurring issues and propose long-term fixes
• Collaborate cross-functionally to ensure CX operations align with business goals

Requirements

• Minimum of 7 years of experience in CX operations, service delivery, or process improvement
• Proven ability to manage systems and tooling (e.g., Zoho CRM Zendesk, Freshdesk)
• Strong analytical skills and comfort working with data, metrics, and reporting tools
• Excellent project management and execution discipline
• Experience driving process improvement in fast-paced, high-volume environments
• Clear communicator and systems thinker
• Customer-centric mindset with a bias for action