Knya - Lead - Customer Experience & Operations

About Knya

Knya is a funded, fast-growing D2C brand redefining healthcare apparel for modern professionals, backed by DSG Consumer Partners. We combine functionality, comfort, and aesthetics to serve a community that deserves more from their workwear. Our culture values ownership, experimentation, speed, and customer obsession.

Role Overview

This is a senior role that owns two things that decide whether a customer comes back: the experience they have with us, and whether their order actually shows up on time. You will build and lead our customer experience function while running operations success end to end, from delivery and fulfilment to demand planning and forecasting.

Key Responsibilities

• Own the end-to-end customer experience across pre-purchase, delivery, and post-purchase.
• Build and lead the CX team, define service SLAs, response benchmarks, and quality standards.
• Turn customer queries, complaints, and returns into insight.
• Drive key CX metrics like CSAT, response and resolution time, repeat rate, and NPS.
• Own delivery and fulfilment performance, managing relationships with logistics, courier, and 3PL partners.
• Track and improve core ops metrics like delivery TAT, fill rate, RTO, and damage or error rates.
• Own demand planning and forecasting, translating sales trends into inventory decisions.
• Build forecasting models, dashboards, and review cadence.
• Build, mentor, and grow a high-ownership CX and ops team.

Must Haves

• 8+ years of experience across customer experience, operations, or supply chain, with at least 3 years leading teams.
• Proven ownership of delivery or fulfilment performance and CX outcomes, ideally in D2C, e-commerce, or retail.
• Strong command of demand planning and forecasting.
• Hands-on with data and tools.
• Sharp problem solver who can zoom out to strategy and dive into operational detail.