Mahindra & Mahindra—Deputy Manager- Digital Customer Experience

Job description

Description: Responsibilities & Key Deliverables - Manage end-to-end BAU operations and governance for Web Channels platforms. - Own website master data management, ensuring accurate and timely updates across customer-facing digital properties. - Manage and support key vehicle and brand launches on the Launch Portal, including launch readiness, configuration setup, stakeholder coordination, production deployment support, and post-launch hypercare. - Lead operational planning, readiness, execution, and hypercare support for vehicle booking launches, product launches, and critical business campaigns. - Coordinate booking data migration activities and ensure data integrity during launch and platform transition events. - Provide on-ground command center support during launches, managing cross-functional coordination, issue triaging, stakeholder communication, and war-room governance. - Monitor and drive resolution of payment, booking, and customer-impacting incidents to minimize business and revenue loss. - Act as the primary point of contact for dealership-related booking and digital platform concerns. - Support Service Website operations, releases, enhancements, and business stakeholder requirements. - Drive execution of special projects, CX initiatives, process improvements, and digital transformation programs. - Develop SOPs, governance frameworks, operational dashboards, and monitoring mechanisms to improve platform reliability and scalability. Experience 15+ yrs. Industry Preferred Automobile Qualifications BE - IT General Requirements - Stable and uninterrupted Web Channels operations. - Accurate management of website masters and business-critical data. - Seamless execution of vehicle booking launches and launch hypercare support. - Successful booking data migration and operational readiness activities. - Timely resolution of payment, booking, and dealer escalations. - Improved Service Website operations and customer experience. - Effective delivery of special projects and strategic CX initiatives. - Enhanced stakeholder, dealer, and customer satisfaction. Our commitment to Diversity, Equity, and Inclusion At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive. We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law. We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants. Together, we rise by embracing differences and building a future that reflects the communities we serve.