Customer Experience Lead- Service Quality and Operations
Role Overview
Improve the quality and efficiency of end-to-end service delivery in a cross-functional role.
Work with Operations, Customer Support, Expert Teams, Clinical, Product, Technology, and Customer Success.
Focus on counseling adherence, expert supply and utilization, support, service quality, dashboards, process improvement, and automation.
Key Skills for This Role
Full Job Posting
About YourDOST
YourDOST provides emotional wellness programs for corporations, colleges, and government organizations.
Its offerings include awareness, training, counseling, self-help tools, assessments, instant therapist access, leadership programs, and manager training.
About the role
Improve the quality and efficiency of end-to-end service delivery in a cross-functional role.
Work with Operations, Customer Support, Expert Teams, Clinical, Product, Technology, and Customer Success.
Focus on counseling adherence, expert supply and utilization, support, service quality, dashboards, process improvement, and automation.
What you will do
- Monitor and improve counseling adherence, cancellations, no-shows, delays, and service failures.
- Manage counselor availability and localization, demand-supply balance, and capacity planning.
- Strengthen customer and expert support, escalation management, resolution workflows, SLA compliance, and experience quality.
- Define and monitor operational KPIs, SLAs, quality standards, and service-health dashboards.
- Analyze recurring issues and lead root-cause analysis and cross-team process redesign.
- Build scalable SOPs, workflows, and governance mechanisms.
- Partner with Product and Technology to automate manual work using no-code tools, AI-assisted workflows, and process digitization.
- Improve satisfaction, expert experience, service quality, and operational efficiency.
What we are looking for
- 3–8 years in operations, service delivery, customer support, or customer experience.
- Strong analytical skills and ability to draw actionable conclusions from data and dashboards.
- Experience managing cross-functional and customer-facing operations at scale.
- Hands-on with CRM platforms, support tools, and spreadsheets.
- Working knowledge of automation, AI, no-code tools, and process digitization.
- Strong communication and stakeholder-management skills, including influencing without authority.
- Empathy and maturity when handling sensitive user and expert concerns.
- Experience in healthcare, mental health, wellness, or telehealth.
Success measures
- Improve counseling adherence and service fulfillment, expert supply and capacity management, and customer and expert satisfaction.
- Reduce support resolution time and recurring issues; build strong dashboards and governance.
- Automate high-effort processes and achieve measurable improvements in service quality and efficiency.
Job details
- Employment type: Full-time.
- Work mode: Onsite.
- Working hours: 9 hours per day, 5 days per week.
- Location stated in the description: HSR Layout, Bangalore.
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