Manager – 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-driven Manager – Customer Experience 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, and building strong operational governance. Key Responsibilities 1. Escalation Management (Primary: Email & L2) • 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. 2. Inbound/Outbound Operations • Lead inbound/outbound voice operations including roster management, workforce planning, and performance optimization. • Drive sales-assist support through inbound channels to improve conversions and revenue impact. • Lead and drive vendor operations, KRAs, and KPIs 3. 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, and Operations teams. • Act as the voice of the customer for all escalation modes. • Improve first-contact resolution (FCR) and reduce repeat contacts through process improvements. 3. Performance & Governance • Track and publish daily/weekly/monthly dashboards covering SLAs, productivity, quality, and escalation metrics. • Define KPIs for AMs/SMEs/team-members, including response time, resolution TAT, and CSAT. • Build issue trackers and feedback loops for leadership and stakeholders. • Support capacity planning and staffing models during peak admission cycles. 4. Process Improvement & Knowledge Management • Refine SOPs, escalation matrices, and workflows to improve efficiency and customer satisfaction. • Partner with Quality and Training teams to enhance agent capability and process adherence. • Develop knowledge base content and ensure team readiness for new product launches or academic cycles. 5. Stakeholder Collaboration • Work closely with Sales, Academics, Product, Marketing, and Tech teams to resolve systemic issues. • Facilitate cross-functional alignment to improve customer journeys across onboarding, learning, and support phases. • Provide actionable insights to leadership for experience improvement initiatives. 6.Team Management • Lead and mentor a team of AMs/SMEs/team-members • Manage performance reviews, coaching plans, and capability development. • Foster a high-ownership, customer-first culture. Key Metrics of Success • SLA adherence • Escalation closure effectiveness • CSAT / NPS improvement • Repeat contact reduction • Productivity and utilization metrics • Stakeholder satisfaction Candidate Requirements: Experience • 5–8 years of experience in Customer Experience / Customer Operations / Contact Center roles. • Minimum 2–3 years of team handling experience (Deputy Manager / Assistant Manager level). • Experience managing Support operations for both Voice/Non-voice. • EdTech or service industry experience is a plus. Skills & Competencies • Strong analytical and process-oriented mindset with data-driven decision making. • Excellent stakeholder management and communication skills. • Ability to manage ambiguity and drive outcomes through collaboration. • Proficiency in Excel / Google Sheets and reporting tools. • Strong problem-solving and root-cause analysis capability. • Leadership ability with focus on coaching and team development. Education • Bachelor’s degree required (Business, Engineering, or related field preferred).