CX Incident Manager

Job Description:

We are looking for a skilled and customer-focused Incident Manager to join our team. The ideal candidate will be responsible for managing high-impact incidents and escalations, maintaining strong customer relationships, and handling critical customer complaints—including, but not limited to, payment issues, P0-level incidents (e.g. fraud-related cases), and executive escalations.

This role requires close collaboration with cross-functional teams such as Product, Engineering, and Senior Management to detect, respond to, and mitigate customer-impacting issues. The candidate will also gather and analyze customer feedback to drive improvements across all touchpoints, identify process gaps, and contribute to product enhancements. You will play a key role in strengthening Aspire’s customer experience and operational resilience.

Key Responsibilities:

Incident Management:

1. Lead the response and recovery activities for major & critical incidents, managing the lifecycle from detection through resolution.
2. Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution.
3. Build best in class Incident management processes including by leveraging automation and AI practices.
4. Build a clear roadmap of incident management processes covering global markets for next 2 quarters & next 2+ years).
5. Track, report & improve key incidents management north star metrics. 

Incident Prevention & Customer Experience Strategy:

1. Identify key customer pain points identified through a) reactive channels like issues / incidents / escalation identified and b) Proactive assessment through customer journey mapping exercise covering key risk in UI/Ux, security process as an example. 
2. Develop and implement initiatives to improve the customer experience across all touchpoints and channels through structured Customer Journey mapping. 
3. Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.

Product Improvement Strategy:

1. Analyze customer-reported bugs, issues and collaborate with the tech team to ensure timely resolution and systemic fixes to prevent bugs and issues.
2. Gather product feedback from CX channels and contribute to roadmap prioritization with actionable insights.

Industry Best Practices:

1. Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
2. Proactively apply industry insights to refine strategies and enhance service quality.

Requirements:

• Bachelor's degree in Business, Finance, Consulting or a related field.
• Minimum of 5+ years of experience in product management, incident management, consulting, product management or a related role.
• Strong understanding of customer experience principles, strategies like CJM (customer journey mapping) and incident management processes.
• Excellent communication and interpersonal skills.
• Proficiency in AI tools
• Proven ability to analyze data and translate insights into actionable strategies.
• Experience collaborating with cross-functional teams to drive process improvements.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• The role requires flexibility to work during night and/or weekends.