Snabbit - Director - Customer Experience

Company Overview

Snabbit is a rapidly growing technology-driven organization focused on streamlining logistics and last-mile delivery solutions. By leveraging a robust digital platform, the company connects businesses with efficient delivery networks to optimize supply chain performance. Operating at the intersection of e-commerce and hyper-local logistics, Snabbit manages high-volume operations across major urban centers, ensuring seamless service delivery for a diverse portfolio of enterprise clients.

Role Overview

As the Director of Customer Experience, you will lead the strategic vision for all service-related functions, ensuring that every interaction reflects the company's commitment to reliability and efficiency. You will oversee large-scale BPO operations and internal support teams, bridging the gap between operational execution and customer satisfaction. This role involves close collaboration with product, engineering, and business development teams to translate customer feedback into actionable improvements, ultimately driving retention and long-term business growth.

Key Responsibilities

• Direct the end-to-end customer experience strategy to ensure consistent service quality across all touchpoints and delivery channels.
• Oversee large-scale BPO operations, managing vendor performance, service level agreements, and cost-efficiency to maintain high operational standards.
• Design and implement scalable customer success frameworks that proactively address user pain points and enhance the overall lifecycle value.
• Lead cross-functional initiatives to integrate customer insights into the product roadmap, directly influencing feature development and service enhancements.
• Mentor and develop high-performing teams, fostering a culture of accountability, data-driven decision-making, and customer-centricity.
• Monitor key performance indicators and operational metrics to identify trends, mitigate risks, and optimize resource allocation across the service organization.
  
  

Required Skillset

• Demonstrated expertise in managing complex BPO operations and large-scale customer service organizations within a high-growth environment.
• Proven ability to translate high-level business objectives into tactical service strategies that improve customer retention and satisfaction scores.
• Strong analytical capability to interpret operational data and translate it into strategic improvements for the business.
• Exceptional stakeholder management skills, with the ability to influence cross-functional teams and executive leadership.
• Extensive experience leading diverse teams, with a focus on talent development, performance management, and organizational scaling.
• A minimum of 10 to 15 years of professional experience in customer experience, success, or BPO leadership roles.
• Ability to thrive in a fast-paced, on-site work environment in Bangalore, maintaining composure and focus during periods of rapid organizational change.
  
  

(ref:iimjobs.com)