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.
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.
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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 continuously upgrade training and certification programs for agents, team leads, and outsourced partner teams.
Build a performance management system linking quality scores, CSAT, and automation adoption to individual and partner-level scorecards. 5. New Launches & Product Collaboration
Act as the CX voice in every new product launch, flag early trends, defects, and customer pain points to the Product team in real time.
Own creation of troubleshooting guides, FAQs, and resolution playbooks for every new launch, in partnership with Product and Tech.
Build a formal feedback loop from CX to Product/Engineering that influences product roadmap and design decisions. 6. Escalations, Compliance & Risk
Own resolution and closure of consumer forum escalations (e.g., consumer courts, social/ORM escalations) end-to- end, ensuring timely and compliant closure.
Own CS/warehouse high-ageing ticket resolution ensure tickets are correctly assigned, followed up, and closed within TAT.
Build early-warning systems to flag and prevent escalation pile-ups before they reach critical ageing. 7. Refunds, Approvals & Financial Controls
Own the refund, approval, and gift-card issuance framework balancing customer delight with fraud control and cost discipline.
Build audit-ready approval workflows with clear thresholds and automation wherever feasible. 8. Outsourced Partner Management
Own overall performance, SLAs, and governance of all outsourced CX partners across voice, non-voice, and specialized processes.
Own billing validation and cost governance for all outsourced partner spends, ensuring accuracy and cost optimization.
Continuously evaluate partner mix, in-house vs. outsourced balance, and automation-led headcount optimization. 9. Team & Stakeholder Leadership
Build, mentor, and scale a high-performing CX leadership team (process owners across app, hardware, health- tracking, etc.).
Act as the single point of strategic accountability for CX to the Head and cross-functional leadership (Product, Tech, Supply Chain, Marketing). Required Qualifications & Experience
10–15+ years of experience in Customer Experience / Customer Service leadership, with at least 4–5 years in a strategic, multi-team ownership role.
Proven, hands-on experience building or scaling automation/AI programs in CX (voice bots, chat bots, complaint automation, self-serve) — not just overseeing vendors.
Experience in consumer electronics, D2C, e-commerce, or high-volume B2C support environments strongly preferred.
Track record of owning CX P&L / cost-to-serve metrics and delivering measurable savings.
Experience managing outsourced BPO/partner relationships, including billing governance.
Experience handling consumer forum / legal escalations and regulatory/compliance-sensitive resolutions.
Strong data orientation comfortable working with CRM/SQL-based reporting, dashboards, and leadership-level presentations. Key Skills & Competencies
Strategic thinking with strong execution discipline, able to operate at both boardroom and ground level.
Deep working knowledge of AI/automation tools relevant to CX (voice bots, GenAI/LLM-based support tools, IVR/NLU platforms).
Strong stakeholder management — able to influence Product, Tech, and CEO-level audiences.
