Subject Matter Expert - Partner Operations

As a Subject Matter Expert (SME) – Partner Operations, you will play a key role in ensuring seamless coordination between internal teams and external service providers. You will be responsible for supporting partner-related processes, resolving escalations, improving operational efficiency, monitoring key CX metrics, and enabling data-driven decision-making for the customer experience. The role demands critical thinking, high ownership, attention to detail, and an excellent ability to manage operations at scale.

• Act as the single point of contact (SPOC) for issues/escalations related to platforms across all flight partners.

• Handle escalations and pending customer complaints by collaborating with airline partners and internal CX teams.

• Support backend operations, including ticket cancellations, reissuances, refund processing, monitoring cases, and coordination with partners.

• Ensure consistent enablement of operations staff and partners with up-to-date knowledge base, FAQs, SOPs, and platform/process changes.

• Drive insights-based conversations with stakeholders by identifying recurring partner issues and supporting process fixes and enhancements.

• Monitor operational dashboards and support queue balancing, occupancy insights, and daily workload distribution or prioritization.

• Track and drive improvements in CX KPIs such as NPS, FCR, average resolution time, and customer satisfaction scores.

• Collaborate with leadership on audits, MIS, and performance inputs to improve process efficiency and productivity.

• Participate actively in pilot programs, experiments, and analytics initiatives that can be scaled across business units.

• Promote a customer-first approach by being a strong advocate for continuous improvement.

• Expertise in contact centre operations, including workforce management, quality assurance, and escalation management.
• Strong knowledge of CX metrics (CSAT, NPS, AHT, SLA, FCR).
• Proficiency in contact centre platforms (Voice dialer, Freshdesk, etc).
• Excellent stakeholder management, influencing, and consulting skills.
• Strong data-driven decision-making capability with advanced analytics acumen.
• 3-4 years of progressive experience in contact centre management.
• Proven track record of driving measurable improvements in operational KPIs and customer experience outcomes.

Note:- This role requires to work for 5.5 days in a week.

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.