Junglee Games

Assistant Manager Strategy - Customer Experience

As our Assistant Manager Strategy -Customer Experience, you will be a Leader to champion all our users’ happiness. Someone driven by an obsession for providing the absolute best resolution and service to our customers, as well as amazing support experiences by providing users with a personal touch and applying unconventional strategies.

Requirements

  • 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.

Requirements

  • 4+ 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 such as Salesforce, Zendesk, Fresh desk, Help scout etc. is a bonus.

About Junglee Games

Junglee Games is a leader in the skill-gaming space, with close to 75 million users. Founded in San Francisco in 2012, and funded by top-tier Silicon Valley VCs, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Eatme.io, Junglee Teen Patti, Solitaire Gold and Howzat. Our mission is to build entertainment for millions of people around the world and connect people through high-quality games with customer delight.

Since we were founded, we've drawn 500+ of the world’s most talented people into our ranks. Our team has worked on international AAA titles like Transformers, Star Wars: The Old Republic, Real Steel, Rio, Mech Conquest, and Dueling Blades. Our designers have worked on some of Hollywood’s biggest hits including the movie Avatar. "Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees."

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

"Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees”

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