Manager - Strategy & Reporting

Manager - Strategy & ReportingCustomer Operations Manager

About Junglee Games

With over 120 million users, Junglee Games is a leader in the online skill-gaming space. Founded in San Francisco in 2012, Junglee is revolutionizing the way people play games. Our notable games include Howzat, Junglee Rummy, Junglee Poker, Junglee Ludo, Junglee Teen Patti, and Carrom Stars.

Over the last decade, we've drawn over 800 of the world's most talented people into our ranks. Our team has worked on international AAA titles and some of Hollywood's biggest hits, but our roots brought us back to build skill games for India.

Junglee Games is not just a gaming business but a blend of innovation, data science, cutting-edge tech and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

If you love games and are passionate about working in a high-energy, no-BS, positive environment that cultivates ownership and independence and provides opportunities for wonderful career growth, Junglee Games is the organization to join.

Responsibilities

● Influence Construct strategic programs to improve Customer Experience and drive key metrics for success while working in close collaboration with our leadership, product, engineering, marketing, BI, QA, and customer experience operational teams to ensure seamless customer experience.

● Develop requirements for product, process, and tools enhancements that work towards driving internal operational efficiency and smooth user experiences for our users.

● Drive customer experience design, prioritization, and management of various product sprint/roadmaps enterprises with the product development and engineering teams.

● Determine trends to elevate our product, support processes, optimize workflows, and enhance operational productivity in order to raise customer satisfaction and product adoption.

● Leverage varied customer touchpoints such as queries, complaints, feedback NPS data, and surveys to understand hardships being faced by our customers, assess the impact on the business, and work with the respective teams to eliminate any blockers in the user journey.

● Establish KPIs, benchmarks, and other measures of success for a best-in-class customer experience.

● Coordinate with internal stakeholders, communicate the customer's perspective to them and ensure the processes are arrayed to a single notion of customer centricity.

● Broaden the operational frameworks of the end-to-end customer experience across all interaction channels such as email, chat, call, self-help etc. to deliver an effortless customer experience.

● Act as an essential stakeholder and consultant in customer experience initiatives across the company, advising on prioritization and design and measuring outcomes.

● Work with external partners/vendors to bring in the best technology onto the platform which would help in cost reduction, operational efficiencies, and user experience improvements.

Qualitative Skills

● Loves to take up and own stretch goals as per outlined expectations from involved stakeholders.

● Gets work done by building strong working connections with the stakeholders involved.

● Designs plans, prioritizes tasks to exceed quality outcomes, and supports team(s) in implementing new solutions.

● Clearly articulates goals and tasks, delegates work effectively, and sets priorities (wherever required).

● Works with various teams and starts influencing the teams for delivering outcomes

● Understands team goals and interdependence with other teams, work priorities, and business KPIs.

● Understands his/her role dependency and its impact on the team and business outcomes.

● Participates in decision-making and supports decisions by providing valuable data-driven analysis and insights.

● Receives feedback constructively and proactively shares constructive feedback with team members.

● Stays aware of risks in own work areas and participates in proactive course-correction.

● Comes with new and innovative ways to positively influence outcomes

● Drives team engagement through effective communication.

● Manages and resolves operational issues effectively.

Requirements

● Graduate /MBA with 8+ years of hands-on experience in the customer experience domain. Previous experience in a new-age startup would be a plus.

● Possess a strategic and design thinking aptitude. You should be able to think and strategize for end to end solutions from a customers perspective as well as from a platform improvement perspective.

● Robust analytical skills and data orientation with experience in solving obscure problems using data and supplying actionable business insights.

● The ability to break down strategies and frameworks into executable roadmap items and create quantifiable outcomes as a result driven.

● Must have a customer-first attitude that demonstrates deep customer understanding, empathy and is responsive to customer needs.

● Experience in project management and managing strategic projects with cross-functional teams is an added advantage.

● Previous exposure and utilization of CRM systems Help Scout etc. is a bonus.