ToothSi - Manager/Senior Manager - Process Excellence/Customer Delight & CS

Job Title: Manager / Senior Manager - Process Excellence (Customer Experience & Delight)
Location: Ghatkopar Mumbai
Compensation: 25-30 LPA
Qualification: Tier-1 MBA (IIM/ISB/FMS/XLRI/SPJIMR or equivalent)
Experience: 5-8 years in consulting, customer experience, operations excellence, or transformation roles
About MakeO (Toothsi | Skinnsi):
MakeO is India's leading clinical beauty and wellness tech brand, offering revolutionary solutions in smile makeovers (Toothsi) and advanced skin treatments (Skinnsi). We are on a mission to make clinical beauty accessible, affordable, and delightful for every consumer.
Role Overview:
We are looking for a highly analytical and customer-obsessed Process Excellence leader who will reimagine and build scalable processes that elevate our Customer Success (CS) and Customer Delight metrics. The role demands a strong mix of consulting problem-solving, data-driven decision-making, and executional excellence.
Key Responsibilities:
Customer Experience & Delight:
- Map the end-to-end customer journey and identify friction points across touchpoints.
- Define, track, and improve NPS, CSAT, CES, and first-contact resolution.
- Build playbooks for customer-first policies and service recovery models.
- Drive innovation in after-sales engagement, ensuring delight moments for customers.
Process Excellence & Transformation:
- Partner with cross-functional teams (Sales, Ops, Tech, Medical) to design lean, scalable processes.
- Use Six Sigma / Lean / Kaizen frameworks to reduce TAT, errors, and escalations.
- Build a VOC (Voice of Customer) system to continuously gather insights and close feedback loops.
- Benchmark against global leaders in beauty-tech, e-commerce, and health-tech for best practices.
Data & Insights:
- Create a customer experience dashboard with leading and lagging indicators.
- Run deep-dive analytics to identify root causes of dissatisfaction and leakage.
- Present insights and improvement recommendations to leadership for strategic decision-making.

Key Requirements:
- Tier-1 MBA with 5-8 years' experience in management consulting, process excellence, or customer experience roles.
- Strong expertise in Lean, Six Sigma, Design Thinking, and journey mapping.
- Proven record of driving large-scale process improvements with measurable impact.
- Excellent stakeholder management and cross-functional collaboration skills.
- Strong analytical mindset with proficiency in Excel/SQL/Tableau/BI tools.
- Passionate about customer-centric innovation and building delightful experiences.
What We Offer:
High-impact role with direct visibility to leadership.
Opportunity to own end-to-end customer experience strategy at a fast-scaling brand.
Dynamic work culture with freedom to experiment and implement new ideas.
Competitive compensation (25-30 LPA) and growth trajectory.