Job Title: Manager / Senior Manager - Process Excellence (Customer Experience & Delight)

Location: Ghatkopar Mumbai

Compensation: 25-30 LPA

Qualification: Tier-1 MBA (IIM/ISB/FMS/XLRI/SPJIMR or equivalent)

Experience: 5-8 years in consulting, customer experience, operations excellence, or transformation roles

About MakeO (Toothsi | Skinnsi):

MakeO is India's leading clinical beauty and wellness tech brand, offering revolutionary solutions in smile makeovers (Toothsi) and advanced skin treatments (Skinnsi). We are on a mission to make clinical beauty accessible, affordable, and delightful for every consumer.

Role Overview:

We are looking for a highly analytical and customer-obsessed Process Excellence leader who will reimagine and build scalable processes that elevate our Customer Success (CS) and Customer Delight metrics. The role demands a strong mix of consulting problem-solving, data-driven decision-making, and executional excellence.

Key Responsibilities:

Customer Experience & Delight:

- Map the end-to-end customer journey and identify friction points across touchpoints.

- Define, track, and improve NPS, CSAT, CES, and first-contact resolution.

- Build playbooks for customer-first policies and service recovery models.

- Drive innovation in after-sales engagement, ensuring delight moments for customers.

Process Excellence & Transformation:

- Partner with cross-functional teams (Sales, Ops, Tech, Medical) to design lean, scalable processes.

- Use Six Sigma / Lean / Kaizen frameworks to reduce TAT, errors, and escalations.

- Build a VOC (Voice of Customer) system to continuously gather insights and close feedback loops.

- Benchmark against global leaders in beauty-tech, e-commerce, and health-tech for best practices.

Data & Insights:

- Create a customer experience dashboard with leading and lagging indicators.

- Run deep-dive analytics to identify root causes of dissatisfaction and leakage.

- Present insights and improvement recommendations to leadership for strategic decision-making.

Key Requirements:

- Tier-1 MBA with 5-8 years' experience in management consulting, process excellence, or customer experience roles.

- Strong expertise in Lean, Six Sigma, Design Thinking, and journey mapping.

- Proven record of driving large-scale process improvements with measurable impact.

- Excellent stakeholder management and cross-functional collaboration skills.

- Strong analytical mindset with proficiency in Excel/SQL/Tableau/BI tools.

- Passionate about customer-centric innovation and building delightful experiences.

What We Offer:

High-impact role with direct visibility to leadership.

Opportunity to own end-to-end customer experience strategy at a fast-scaling brand.

Dynamic work culture with freedom to experiment and implement new ideas.

Competitive compensation (25-30 LPA) and growth trajectory.