WIOM - Senior Manager - Customer Experience

What's Wiom?

92% Indians don't have unlimited home broadband internet!

Enter Wiom.

Wiom is a new-age internet platform that buys unused internet from existing internet users and sells it to people who are looking for affordable and high-quality internet.

For the next 100M households who do not have Unlimited and High-Speed Home Internet, Wiom is the most aspirational and 24 hours Unlimited Internet solution.

Unlike existing Service Providers, Wiom provides Daily Plans, Zero Upfront Costs and Roaming Internet. It is highly scalable and affordable due to the shared economy and platform approach.

Wiom has been founded by a group of IIT IIM alumni with prior experience in companies like Microsoft, American Express and is backed by marquee investors like 3one4 Capital, Omidyar Network, Your Nest, Auxano etc.

Wiom is the fastest-growing company in its space and will impact 500 million Indians in the next 5 years.

What's it like to work at Wiom?

We are going to be upfront.

The way we work does NOT suit everyone.

No old-fashioned hierarchy.

No micro-management.

No hiding behind fancy job titles.

Those joining us from old-school firms experience a breath of fresh air.

We work through layers of self-sufficient, autonomous teams.

Wiom is that place in your career where you transition from management to ownership.

A transition eased by guidance and plenty of support from talented, super-smart colleagues.

Workstreams You Will Own (Like a Boss!)

- Manage end-to-end customer support operations across outsourced teams, ensuring SLA adherence, manpower, timely resolution, and a seamless customer experience.

- Drive key CX metrics including Missed call%, Repeat %, SLA adherence, CSAT, FCR/FTR and AHT through regular reviews and corrective actions.

- Own workforce planning, capacity management, staffing, hiring, training, and schedule adherence to meet business requirements.

- Manage multiple vendor performances through regular reviews, site visits, productivity tracking, quality monitoring, vendor payments and action closure.

- Manage external CX tools and platforms along with internal systems, ensuring system availability, access management, login resolution, issue escalation, and timely technical support.

- Coordinate with tool/service providers on system issues, configuration changes, renewals, billing, invoices, and payment follow-ups, ensuring timely closure.

- Drive SOP, process, and script governance, ensuring timely updates, stakeholder communication, training, and implementation.

- Establish quality assurance frameworks through self-call audits, agent scorecards, coaching, refresher training, and improvement plans.

- Analyse Voice of Customer (VOC), repeat contacts, escalations, and customer pain points to identify root causes and drive process improvements.

- Own operational dashboards, daily/weekly reporting, performance reviews, risk tracking, and corrective action plans.

- Collaborate with Product, Technology, Marketing, and Process teams to improve customer journeys, intelligent routing, and service delivery.

- Identify and implement AI, automation, and digital solutions/self-service opportunities to improve efficiency, reduce costs, and enhance customer experience.

- Lead and develop CX teams, ensuring accountability, effective stakeholder management, proactive execution, and continuous performance improvement.

What makes you a great fit!

Education Qualifications & work experience:

- Bachelor's degree in business administration, Management, or a related field.

- 3 - 5 years of experience in Customer Experience, Customer Support, or Contact Centre Operations, with experience managing teams and outsourced vendors.

- Strong understanding of CX metrics, including CSAT, NPS, FCR, AHT, SLA, and Ticket Ageing.

- Proven experience in workforce planning, capacity management, staffing, and operational performance management.

- Experience managing CX cloud telephonic tools & CRM Tools.

- Strong knowledge of SOP governance, quality assurance, process improvement, and root-cause analysis.

- Experience in vendor management, performance reviews, stakeholder coordination, and commercial/payment follow-ups.

- Strong analytical, problem-solving, communication, and leadership skills, with a proactive approach to execution and accountability.