Customer Experience Lead- Service Quality and Operations

Who We Are

Founded in 2014 by Richa Singh and Puneet Manuja, YourDOST is one of India's first and largest holistic emotional wellness organisations. We help corporations, colleges and government organisations build resilient communities.

We are enabling leading corporates including, CK Birla Group, UpGrad, and educational institutions like IIT Madras, IIT Delhi, and IIM Bangalore to name a few. We believe in using a three-pronged approach for building a holistic emotional wellness program - Awareness, Training, and Individual Counseling.

We work with them through awareness modules, self-help tools, 1on1 counseling intervention, and organisation-level diagnostic and reporting.

Our offerings include Product Led Engagement, Assessments, 24x7 Instant Connect With Qualified Therapists, Leadership Programs, Manager Training and much more. We have partnered with 500+ clients including Corporates, Educational Institutions, and Government organisations counseling over 20 lakh Indians to date.

To learn more about us please visit www.yourdost.com

About the Role

We are looking for an analytical, structured, and technology-driven leader with 5+ years of experience to improve the quality and efficiency of our end-to-end service delivery. This is a cross-functional role, working closely with Operations, Customer Support, Expert Teams, Clinical, Product, Technology, and Customer Success teams. The person will drive key areas including counselling adherence, expert supply and utilisation, customer and expert support, service quality, operational dashboards, process improvement, and automation.

What You Will Do

• Monitor and improve counselling adherence, cancellations, no-shows, delays, and service failures
• Own counselors availability, localisation, demand-supply balance, and capacity planning- ensure clients always have access to the right experts at the right time
• Strengthen customer and expert support processes escalation management, resolution workflows, SLA compliance, and experience quality
• Define and monitor operational KPIs, SLAs, quality standards, and dashboards that give leadership real-time visibility into service health
• Identify recurring issues, conduct structured root-cause analysis, and lead process redesign initiatives across teams
• Build scalable SOPs, workflows, and governance mechanisms that the business can actually run on
• Partner with Product and Technology to automate manual, high-effort processes using no-code tools, AI-assisted workflows, and process digitisation
• Drive measurable improvements in customer satisfaction, expert experience, service quality, and operational efficiency

What We Are Looking For

• 3-8 years in operations, service delivery, customer support, or customer experience
• Strong analytical skills- comfortable drawing actionable conclusions from data and dashboards
• Experience managing cross-functional and customer-facing operations at scale
• Hands-on with CRM platforms, support tools, and spreadsheets
• Working knowledge of automation, AI, no-code tools, and process digitization
• Strong communication and stakeholder management- able to influence without authority
• Ability to handle sensitive user and expert concerns with empathy and maturity
• Experience in healthcare, mental health, wellness, or telehealth

What Success Looks Like in this Role

• Improve counselling adherence and service fulfillment.
• Strengthen expert supply and capacity management.
• Improve customer and expert satisfaction.
• Reduce support resolution time and recurring issues.
• Build strong operational dashboards and governance.
• Automate and digitize high-effort processes.
• Create measurable improvements in service quality and efficiency

Job Details

Employment Type: Full-time

Work Mode: Onsite

Working Hours: 9 hours per day, 5 days a week

Location: HSR Layout, Bangalore