Job Description & How to Apply Below
Manager – Customer Experience
Location:
Jaipur (with occasional travel to Bangalore, if required)
Working Days: 6 Days from Office
Reporting To: Director – Customer Experience
About ALLEN Digital
Allen Digital is the outcome of a strategic partnership between Allen Careers Institute and Bodhi Tree Systems, focused on enabling technology-driven education for millions of students. With 36+ years of academic leadership, ALLEN continues to expand its digital ecosystem for NEET, JEE, Olympiads, and school preparation, delivering high-quality learning experiences to students and parents across India
Role Summary
We are looking for a results-drive n Manager – Customer Experien ce to lead the Support (Voice/Non-Voice) function for ALLEN Digital. This role will be responsible for ensuring SLA adherence, resolution quality, and stakeholder coordination across student lifecycle journeys.
The incumbent will play a critical role in driving customer satisfaction, reducing escalations through systemic improvements, managing vendor-led support operations, and building strong operational governance frameworks.
Key Responsibilities
Escalation Manag ement
Lead Email Support and L2 Escalations teams to achieve defined SLAs, productivity, and quality benchmarks.
Ensure timely resolution of complex student/parent issues across academic, technical, and administrative domains.
Monitor queues, workloads, and resolution pipelines to maintain optimal turnaround time (TAT).
Manage escalations from internal teams, leadership, and external stakeholders.
Drive governance and review mechanisms for escalation handling across internal and vendor-managed operations.
Ensure proper escalation tracking, RCA documentation, and closure effectiveness .
Inbound/Outbound Operations & Vendor Management.
Lead inbound/outbound voice operations through vendor management, ensuring alignment with defined business SLAs and customer experience standards.
Manage vendor performance through KRAs, KPIs, governance reviews, and operational audits.
Drive workforce planning, roster adherence, shrinkage management, and productivity optimization in coordination with vendor partners.
Ensure consistent quality delivery across voice support channels.
Drive sales-assist support through inbound channels to improve conversions and revenue impact.
Monitor vendor utilization, service levels, call quality, and escalation trends to ensure operational efficiency.
Collaborate with vendor leadership teams on process improvements, training effectiveness, and performance enhancement initiatives
Customer Experience & Service Excellence
Ensure consistent delivery of high-quality responses aligned with ALLEN brand tone and CX standards.
Identify root causes of recurring issues and drive cross-functional resolution with Product, Academics, Sales, Operations, and Vendor teams.
Act as the voice of the customer across all escalation modes and support channels.
Improve First Contact Resolution (FCR) and reduce repeat contacts through process improvements and systemic fixes.
Drive customer-centric initiatives to enhance student and parent experience across onboarding, learning, and support journeys.
Ensure seamless coordination between internal and vendor-managed support functions for consistent customer experience delivery.
Performance, Governance & Reporting
Track and publish daily/weekly/monthly dashboards covering SLAs, productivity, quality, escalation metrics, and vendor performance.
Define KPIs for AMs, SMEs, team members, and vendor teams, including response time, resolution TAT, CSAT, productivity, and utilization metrics.
Build issue trackers and feedback loops for leadership and stakeholders.
Conduct regular governance reviews with vendors and internal stakeholders to drive accountability and performance improvements.
Support capacity planning and staffing models during peak admission and academic cycles.
Drive data-backed decision making through trend analysis and operational insights.
Process Improvement & Knowledge Management
Refine SOPs, escalation matrices, workflows, and vendor governance processes to improve efficiency and customer satisfaction.
Partner with Quality and…
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