Sr.Manager-Customer Experience & Automation

Job Location: Gurugram/Delhi Role Summary Noise is looking for a strategic, automation-first Customer Experience leader to own and scale the entire CX function across all product categories (audio, wearables, and new category lines). This is a significantly elevated version of a traditional CX operations role, the incumbent is expected to operate as a business owner of the CX function, not just a process manager: setting the CX vision, driving AI/automation-led transformation, owning P&L-relevant metrics, and building a world-class, proactive, low-touch customer experience organization. The ideal candidate combines hands-on CX operations expertise with a strategic, data-driven, technology-forward mindset, and has a proven track record of building automation programs (bots, self-serve, AI-driven resolution) that measurably reduce cost-to-serve while improving customer satisfaction. Key Responsibilities 1. Strategic CX Leadership • Own the end-to-end CX charter across all departments — voice, non-voice, ORM, escalations, quality, and training for audio, wearables, and all upcoming categories. • Define and drive a 3–6 month CX transformation roadmap aligned to company growth, category expansion, and customer satisfaction goals. • Build CX into a strategic, board-visible function, present CX health, risks, and transformation progress directly to Head and leadership on a regular cadence. • Benchmark Noise's CX practices against global D2C / consumer electronics standards and proactively bring in industry best practices. 2. Automation & AI-Led CX (Core Focus Area) • Own and scale automation programs end-to-end: voice bots, AI chat bots, complaint auto-resolution, IVR flows, and self-serve troubleshooting journeys. • Identify new automation opportunities across the CX value chain (pre-purchase, in-life support, post-resolution) and build the business case, roadmap, and ROI tracking for each. • Partner with Product, Tech, and Data teams to deploy GenAI/LLM-based solutions for ticket triage, sentiment analysis, agent-assist, and predictive issue detection. • Own the automation P&L, track cost-per-contact reduction, deflection %, and monthly savings delivered through automation, reporting these numbers to leadership. • Drive a culture of continuous automation, every recurring manual process is a candidate for elimination or bot-led resolution. 3. CX Operations & Metrics Management • Own all CX metrics: inbound/outbound calling volumes, abandoned %, service/answering levels, ticket resolution TAT, repeat-contact ratio and its reduction, CSAT, and NPS. • Build predictive/leading indicators (not just lagging reports) to flag CX risk before it shows up in CSAT/NPS. • Drive structural reduction in repeat contacts and ticket volumes through root-cause elimination, not just faster resolution. 4. Quality, Training & Performance • Own the quality framework, call quality scoring, calibration, and audits across in-house and outsourced teams. • Design and…