Assistant Manager - Vendor Operations

Job Role: Assistant Manager - Customer Experience (Vendor Operations)

Business Segment: Customer Experience

Location: Gurgaon

About the Role

We are looking for a customer-obsessed and analytical CX DM/AM to oversee vendor operations and drive continuous improvement across customer-facing processes.

The role will involve managing vendor performance, identifying operational and experience gaps, redesigning processes, and building scalable solutions that improve customer satisfaction, resolution quality, efficiency, and cost. The ideal candidate will combine strong customer empathy with structured problem-solving, data-driven decision-making, and practical knowledge of AI and prompt engineering.

Key Responsibilities

Vendor Operations Management

• Own day-to-day operations and performance of customer experience vendors.
• Define operating standards, SLAs, quality benchmarks, productivity metrics, and governance mechanisms.
• Conduct regular performance reviews and drive corrective and preventive actions.
• Partner with vendors to improve service quality, adherence, resolution effectiveness, and customer experience.
• Identify recurring operational issues and ensure timely closure through structured action plans.
• Manage escalations and ensure customer-impacting issues are resolved with urgency.

Process Design and Continuous Improvement

• Map existing customer and vendor processes to identify gaps, inefficiencies, and failure points.
• Redesign processes to improve customer effort, turnaround time, first-contact resolution, and operational productivity.
• Build and maintain SOPs, process documentation, quality guidelines, and escalation frameworks.
• Use root-cause analysis, customer feedback, call audits, and operational data to identify improvement opportunities.
• Lead continuous improvement projects from problem identification through implementation and impact measurement.
• Work closely with Product, Technology, Operations, Training, Quality, and Business teams to implement solutions.

Customer Experience and Analytics

• Develop a deep understanding of customer pain points across the customer journey.
• Analyse customer contacts, complaints, call transcripts, CSAT/NPS, repeat contacts, escalations, and resolution data.
• Create dashboards and regular performance reviews to track trends and highlight emerging issues.
• Convert data and customer feedback into clear business insights and actionable recommendations.
• Quantify the impact of process gaps and measure improvements after interventions.
• Build mechanisms to proactively identify issues before they result in large-scale customer dissatisfaction.

AI and Automation

• Use AI tools to improve customer experience, vendor productivity, quality monitoring, knowledge management, and process efficiency.
• Design and implement practical use cases involving generative AI, workflow automation, call summarisation, categorisation, and insight generation.
• Apply prompt engineering to create reliable prompts, evaluation frameworks, and reusable AI workflows.
• Explore opportunities to reduce manual effort and improve consistency through AI-led solutions.
• Stay updated on emerging AI tools and assess their relevance to CX and operations.

Required Qualifications and Experience

• 2–5 years of experience in customer experience, customer operations, contact centre operations, vendor management, quality, or process improvement.
• Experience managing third-party customer support or operations vendors.
• Strong understanding of customer service metrics, SLAs, quality frameworks, productivity, and contact centre operations.
• Demonstrated experience in process redesign and continuous improvement.
• Strong analytical skills with the ability to work with large datasets and identify meaningful patterns.
• Hands-on experience with Excel/Google Sheets and exposure to dashboards or data visualisation tools.
• Strong written and verbal communication skills.
• Working knowledge of generative AI tools and prompt engineering is mandatory.
• Ability to work cross-functionally and influence stakeholders without relying solely on formal authority.

Preferred Qualifications

• Experience in e-commerce, marketplace, fintech, retail, logistics, or another high-volume customer-facing business.
• Familiarity with SQL, Python, BI tools, or customer experience analytics platforms.
• Experience using call transcripts, speech analytics, QA audits, or text analytics to identify customer and process issues.
• Experience implementing AI-led productivity, automation, or quality improvement initiatives.
• Six Sigma, Lean, COPC, or similar process improvement certification.

Key Competencies

• Customer obsession and empathy
• Strong analytical and problem-solving ability
• Process orientation and attention to detail
• Ownership and bias for action
• Vendor and stakeholder management
• Structured communication
• Curiosity and comfort with ambiguity
• Ability to simplify complex problems
• Strong interest in AI, automation, and emerging technologies

Success in This Role Will Be Measured By

• Improvement in CSAT/NPS and reduction in customer effort
• Improvement in vendor SLA, quality, productivity, and resolution metrics
• Reduction in repeat contacts, escalations, complaints, and avoidable contacts
• Number and impact of process improvement initiatives implemented
• Reduction in turnaround time and operational inefficiencies
• Adoption and measurable impact of AI-led solutions
• Sustained adherence to redesigned processes and SOPs

What We Are Looking For

Someone who is genuinely passionate about customers, enjoys digging into data to uncover the real problem, and has the persistence to see improvements through to execution. You should be equally comfortable reviewing a customer interaction, analysing a performance dashboard, challenging an existing process, and using AI to build a better way of working.