• Project Manager - Customer Experience Jobs in Mumbai,India

  • Cactus Communications Pvt Ltd

Job Description:

Project Manager - Customer Experience Cactus Communications (wwwcactusglobalcom ) is a leading provider of communication solutions, including academic and scientific editing, medical communications, publication support services, English language workshops, transcription, and translation Our company mission is to enable growth through effective communication

Editage (wwweditagecom ), a division of Cactus Communications is a consumer-technology business that helps researchers, scientists, and doctors overcome barriers of the English language in getting their cutting-edge research published globally Having worked with over 250,000 scientists globally, supporting almost a million papers, Editage is now working with societies, publishers and universities to help bring the worlds best and most important research to the public around the world, thinking beyond the traditional article that has served research publishing for over 2 centuries

CACTUS is a performance-driven company that offers excellent professional and personal growth opportunities to its employees

The work environment is very employee-friendly, and CACTUS was placed 1st among mid-sized Indian companies in the 2017 Great Places to Work survey http//bitly/2uiJmUv

Overview

As a Project Manager in Quality & Customer experience team, you will drive Customer service high-impact and strategic improvement projects supporting business goals and CX metrics You will be part of the Quality & Customer experience team and drive projects aligned with CX Expectation and objective is to lead overall projects and activities from identification of opportunities to final execution and on-ground adoption

Editage offers services that are crucial to the careers of its customers Your job is to improve customer experience on all touch points

Responsibilities

Understand & analyze VoC being received through various sources Draw trends & insights & come up with ideas/suggestions for improvements
Work closely with the core customer team and execute/implement the ideas having maximum impact while constantly monitoring the core success metrics
Research and explore latest customer service trends across industries, create business case / proposal for what we should do differently, drive project ensure goal achievement in a timely manner
Drive VoC initiatives like customer surveys, Customer interviews, looping in customer feedback into systems, training etc
Be the Quality & Customer experience POC for tech projects and any tech changes Prioritize items based on impact, provide insights and customer experience information to tech team, validate and test changes, communicate changes with the organization and ensure adoption
Coordinate/Drive cross-functional team meetings as required, including operations, technology, CRM, marketing & technology

Knowledge & Skills Preferred

Bachelor degree MBA will be preferred
4-5 years in a project management role with Customer-focused or client servicing related experience
Proven history in leading and delivering high-impact strategic projects done through collaboration & influence
Proficiency in any statistical software like Minitab and in process mapping applications like Visio will be a bonus!
Lean / Six Sigma / PMP / Prince certification will be preferred
Remarkable customer focus and a willingness to go the extra mile to ensure that the customers negative experience is transformed into a positive one through process and tech changes

Job location

Mumbai, India

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Educational/Training
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 16th Mar 2020

Key Skills:

Company Profile:

Company
Cactus Communications Pvt Ltdarfix

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