US Stocks CX Strategy & Operations Lead

About INDmoney

INDmoney is Indias #1 platform for investing in US stocks, but we’re much more than that. Think of us as your all-in-one money app—designed to put more money in your hands. We help users track where their money is going, how much they can save, and give a full-picture view of their finances. With millions of users and billions in assets managed, we’re on a mission to make finance smart, simple, and seriously rewarding.

Role: US Stocks CX Strategy & Operations Lead

Location: Gandhinagar – GIFT City

We’re looking for a strong, hands-on leader who combines data thinking with execution. Someone who doesn’t just track metrics, but actively works to improve them and simplifies complex issues for the team.

Most importantly, you should be able to guide the CX team with clarity, set the right KPIs, and consistently drive performance against them. If you take ownership, think in terms of impact, and push for continuous improvement, you’ll thrive in this role.

Lead CX Support (GIFT)

Ensure high-quality customer communication, precise issue classification, and strong operational rigor. Maximize first-contact resolution through structured playbooks and enhanced self-serve journeys.

Partner with Product

Translate customer pain points into clear, data-backed problem statements for product teams.

Measure the impact of releases on ticket inflow, resolution time, and customer satisfaction.

Manage Third-Party Stakeholders

Collaborate with partner banks and US brokers to escalate and resolve high-impact issues.

Drive SLA adherence and influence prioritisation through data and customer impact narratives.

Drive Pattern & Root Cause Analysis

Identify recurring and high-impact issues reported by customers through structured ticket analysis. Quantify customer impact, and drive prioritised actions to reduce repeat contact drivers.

Why INDmoney?

• Be part of a mission-driven company that’s transforming how Indians manage and grow their wealth.
• Work with a passionate, collaborative, and design-first team that values quality and innovation.
• Receive comprehensive insurance coverage for you and your loved ones.
• Freedom to experiment, fail, learn, and grow fast in a high-impact environment.