AM, Process Design (MX)

Job Description

PhonePe is seeking an Associate Manager – CX Process Design to define and improve the end-to-end customer handling experience. This role involves designing customer support flows, BOT workflows, and operational processes to influence business outcomes. The ideal candidate will own the process design charter for CX and work cross-functionally to drive automation, efficiency, and user satisfaction.

Responsibilities:

• Analyse customer journeys to identify friction points and improvement opportunities.
• Design scalable workflows across various channels.
• Build SOPs and support playbooks to improve efficiency and performance.
• Design flows that address common customer queries with minimal human intervention.
• Define escalation protocols and fallback logic to increase BOT efficiency.
• Continuously improve BOT performance through data analysis and user feedback.
• Streamline existing processes to improve metrics like FRT and AHT.
• Apply design thinking to challenge legacy workflows and develop innovative solutions.
• Drive continuous process improvement initiatives that scale with business growth.
• Conduct Voice of Customer (VOC) analysis and RCA.
• Track and influence L1 metrics, including NPS and customer satisfaction.
• Partner with Product, Operations, and Sales teams to align process changes with business goals.
• Communicate with stakeholders across levels.

Requirements:

• BTech or MBA from a Tier 1/2 institution.
• 3+ years of experience in CX/operations/process design.
• Experience in product-based startups, FinTechs or quick commerce.
• Proven ability to understand customer journeys.
• Hands-on experience in designing & implementing processes or automated workflows.
• Strong analytical and problem-solving skills with a data-first mindset.
• Expertise in tools like Lucidchart or Miro.
• Exceptional communication, collaboration, and stakeholder management abilities.
• Demonstrated ownership and ability to thrive in a fast-paced environment.

PhonePe offers:

• Opportunity to join one of India’s most trusted and innovative fintech brands.
• Chance to be part of building the future of quick commerce with Pincode.
• Work with passionate and talented peers who are customer-obsessed.
• Opportunity to own impactful projects and grow in a high-performance culture.
• Competitive compensation, benefits, and an empowering work environment.