CX Process Excellence Manager

ixigo • Gurugram, Haryana, India • 1w ago

Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications.

ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide

Job Description

The role focuses on managing projects and timelines to deliver operational excellence as well customer experience. You will be working in a fast-paced environment where every day brings unique challenges and opportunities.

What will you be doing:

Manage diverse projects by interacting with various internal stakeholders including various lines of business (LOB’s)
Develop project plan, monitor project schedules and manage effective delivery of high impact features
Identify system and process improvement opportunities which will directly influence the customer experience and its key metrics
Re-engineer the current processes to bring in business efficiencies and effectiveness

What are you required to bring to the team:

Understanding of Tech and Product platforms and its related business models End to end
Understanding of project management & product lifecycle Knowledge of Six Sigma
Ability to understand consumer mind set & behavior besides having good sense of online business and related technology levers
Strategic thinking, eye for detail and execution orientation

Qualification & Experience:

Overall experience 7-10 years with an experience in project management/strategy/process excellence roles preferably in an online/E-commerce industry
Postgraduate with tech/ E-commerce company background would be added advantage
Strong communication skills, Influencing skills, great interpersonal & stakeholder management skills.
High on energy, a go-getter and a team player