Director- Customer Experience
About the role-
Own end-to-end customer experience for 10M+ users across 5 regional languages (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi). Build systems that reduce churn and increase delight — not just support tickets.
Own end-to-end customer experience for 10M+ users across 5 regional languages (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi). Build systems that reduce churn and increase delight — not just support tickets.
Location: Noida, STAGE HQ
Company: STAGE OTT
Reports to: CEO
The Mission-
STAGE is an Entertainment Platform for India’s Regional Cultures.
We exist to celebrate, represent, and elevate the stories, emotions, and identities that define India — across regions, communities, and cultural worlds that mainstream entertainment has historically under-represented.
The Customer Experience function ensures that this promise is kept every single day.
We are looking for a Custodian of Experience — someone who owns how users feel, interact, trust, and stay on STAGE.
You will own the end-to-end Customer Experience, from first onboarding to subscription renewal, across all regional markets. Your mandate is to build an experience that is frictionless, human, culturally aware, and trustworthy — at scale.
What You Will Own (Non-Negotiable)
This role owns the quality of the user’s experience, not just customer support.
You are the final authority on:
How STAGE listens to its users
How STAGE solves user problems
How STAGE designs and improves user journeys
What erodes trust — and what builds loyalty
The systemic fixes that reduce churn and increase delight
Your mandate spans Support + Insights + Experience Design + Retention Influence.
Key Responsibilities:
1. Voice of Customer & Insights (Experience Intelligence Engine)
- Build STAGE’s Voice of Customer (VoC) system — the single source of truth on what users love, hate, and struggle with.
- Analyse support tickets, churn patterns, NPS, CSAT, reviews, social sentiment, and behavioural data to identify root causes.
- Present a weekly CX Insights Deck to leadership with sharp, prioritised recommendations.
- Influence Product, Tech, Content, and Marketing roadmaps with CX insights.
- You are the internal advocate of the user, with authority to push for what truly matters.
2. Support Excellence (Reactive CX)
- Own all customer support channels (chat, email, WhatsApp, social escalations).
- Build strong SOPs, macros, training frameworks, and QA systems for consistent support quality.
- Reduce First Response Time (FRT), Resolution Time (TAT), and unnecessary escalations.
- Create structure, clarity, and empathy in every user interaction.
- Support is your foundation, not your function.
3. Experience Design & Journey Optimization (Proactive CX)
CX is responsible for designing experiences that avoid issues before they occur. Map and continuously improve the end-to-end user journeys:
Onboarding
Content discovery
Subscription flows
Payment flows
Renewals
Cross-region language journeys
Identify friction points and partner with Product & Design to remove them.
Build interventions that decrease drop-offs and increase activation.
Your job is to remove cognitive load and confusion from STAGE’s user experience.
4. Retention & Trust Building (Outcome CX)
- Understand why users churn — deeply, not just superficially.
- Build churn-prevention strategies with CRM and product teams.
- Own customer education, nudges, troubleshooting flows, and in-app help systems.
- Build regional-language support capabilities that make users feel understood, not dismissed.
- Shape “surprise & delight” programs for superfans and loyal users.
- Your job is to create experiences that people return to — not leave.
5. CX Infrastructure, Systems & Governance (Operational Excellence)
Build a CX Command Center — real-time dashboard for issues, outages, sentiment, and spikes.
Implement scalable tools for:
- Ticketing
- Issue tagging
- Self-service support
- Feedback collection
- WhatsApp automation
- Ensure every CX activity is measurable, traceable, and improvable.
You create the systems that make the CX engine run predictably and with quality.
Who You Are
- You are obsessed with user trust, clarity, and empathy as business levers.
- You operate at the intersection of data, empathy, and design thinking.
- You are a systems builder — not a firefighter.
- You thrive on diagnosing root causes, not patching symptoms.
- You can zoom out to design a multi-quarter experience roadmap — and zoom in to rewrite a confusing FAQ.
- You are strong enough to challenge founders and product leaders with user truth — backed by data and clarity.
- You have led CX teams before, but remain hands-on when needed.
Requirements
- 8–12+ years in Customer Experience, Consumer Operations, Service Design, CX Strategy, or a similar role in consumer-tech
Proven ownership of: - CX strategy
- Support operations
- Experience/journey improvements
- User insights & feedback systems
- Experience in OTT, fintech, food delivery, mobility, e-commerce, or any large-scale consumer business is a strong advantage.
- Deep analytical ability + strong communication + calm, structured problem-solving.
- Experience working closely with Product, Engineering, Content, and Marketing teams.
- Demonstrated ability to design CX systems, not just manage support teams.
- Hindi fluency is mandatory; familiarity with regional languages and cultural contexts (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi) is a strong plus and will be prioritized.
This Role Is NOT For
- Pure support managers or ticket-processing supervisors.
- People who want to “manage escalations” instead of redesigning systems.
- Reactive operators who prefer firefighting over system-building.
- Candidates who cannot influence product and business teams with clarity and rigor.
Why This Role Matters
Customer Experience is not a back-office function at STAGE. It is a core confidence driver of the business.
This role will define whether STAGE becomes:
- Just another streaming app that users churn from, or
- A trusted, delightful entertainment platform that people feel proud to return to.
Your work will directly impact:
- Retention
- Churn reduction
- Subscription growth
- Brand trust
- App ratings
- Word-of-mouth
You are the custodian of user happiness and trust.