Customer Experience Manager

Angara E-Commerce Private Limited is a luxury jewelry e-commerce company founded in the year 2007. It is a subsidiary of the American company, Angara Inc., which is headquartered in Los Angeles, California. Over the last few years, Angara has grown exponentially, establishing itself as a global leader in handcrafted colored gemstone as well as diamond jewelry. Our luxury jewelry is shipped to more than 65 countries worldwide, and has a presence in the United States of America, Bangkok, Australia, Canada, and the United Kingdom.

In India, our offices are located in Jaipur and Noida.
Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list.

In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5.

What You Bring
10+ years of total experience, with at least 5 years managing customer-facing teams (preferably in e-commerce, D2C, luxury, marketplaces or high-touch online brands).
Proven experience running global/multi-shift teams, including roster planning, scheduling and managing handovers across time zones.
Hands-on expertise with CX tools: CRM, helpdesk platforms, live chat, telephony and analytics (you’re comfortable living in dashboards, not just reading them in reviews).
Strong data orientation: you can pull, slice and interpret data to tell a story, back a decision, or design an experiment.
Exposure to AI in CX (QA, chatbots, routing, insights) and/or loyalty programs and CRM enhancements is a big plus.
Bachelor’s degree required;
Master’s degree and/or certifications (Six Sigma, AI/analytics, CX) are an advantage.
Comfort with startup-style ambiguity: you don’t need a 20-page SOP to act, and you’re okay getting your hands dirty when needed.
Bonus: international exposure and/or jewelry category experience.

How You Work
Full-time, permanent role, typically 8.5 hours a day, 5 days a week—but you care more about outcomes than clocking in/out.
Work timings can be flexed (with approval) to match business needs and project demands; you’re the kind of person who steps up when it matters.

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