Customer Experience & Operations Manager

Description

GOMO is looking for a Customer Experience & Operations Lead to design and deliver the next level of GOMO’s care and retention strategy.

This new role goes beyond managing service requests. You will architect a frictionless, digital-first customer experience—where aftersales journeys, escalation protocols, and resolution speed are designed to build loyalty and advocacy, not just solve problems. From insights to automation, you’ll ensure GOMO sets the benchmark for fast, simple, and delightful customer service in the industry.

If you are analytical, user-obsessed, and operationally sharp, this is your chance to redefine what care means in one of the boldest digital brands in the country.

Key Responsibilities:

Care & Retention Strategy

Develop and own the Care & Retention roadmap aligned with NPS and churn targets.

Define escalation flows, resolution benchmarks, and service recovery playbooks...