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Customer Operations Manager

Cuddle.ai is an idea born from Fractal Analytics, the global leader in predictive analytics. It is your very own personal analyst, delivering relevant business insight in the form of byte-sized cards on your smartphone. Much like Facebook is the central source for updates on the personal lives of family and friends, the Cuddle app delivers real-time, centralized business information, tailored specifically to the individual. 

Job Responsibilities:

  • Maintain an understanding of product and industry knowledge to be able to speak with customers/clients. 
  • Project Management for solution implementation and delivery in analytics.
  • Define and maintain processes to ensure operations and governance documentation, reports and plans are relevant, accurate and complete.
  • Track and report on project performance, follow-up on action items to closure with internal team and client SPOCs.
  • Create and maintain key MIS reports to be shared with clients and internal stakeholders.
  • Streamline governance processes.
  • Managing ticketing system and ensuring timely and professional responses to all requests and queries received by customers/clients.
  • Ensure all communication relevant to project information is done effectively and accurately to client and project team.
  • Keep the solution lead/project lead and others informed about project status and issues that may impact client relations.
  • Highly self-motivated, willing to learn and quick adaptation to new processes within less time frame.

Qualification and Experience:

  • 1-4 years of relevant experience in Project Management Operations.
  • Hands-on experience in handling clients in India and globally.
  • Significant exposure to project and program management methodologies, processes and procedures.
  • Ability to develop effective working relationships with people across all levels
  • Demonstrated leadership ability with excellent problem-solving skills and ability to think outside the box
  • Detail oriented and well-organised individual

What we offer:

  • Exposure to and experience dealing with big data
  • Experience in dealing with industry leader clients and users
  • Great learning on mobile and big data technology.
  • Opportunity to grow within the team in various roles as per personal aspiration, performance and capability.
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