Lead - Delivery Experience Excellence

Role: Lead - Delivery Experience Excellence (DXE) Location: IBC Knowledge Park, Bengaluru Reporting To: Head - Support Team Name: Delivery Experience Excellence About the Team and the Role The Delivery Experience Excellence team at Ather is responsible for driving a passionate, customer-centric culture across the post-purchase lifecycle, governing standard operating systems, and ensuring a consistent brand experience across all physical and digital customer touchpoints. This role is for a Lead - Delivery Experience Excellence who will be the strategic custodian of the end-to-end customer delivery journey, building process governance frameworks, leading national service and retail audits, and deploying Lean Six Sigma methodologies to eliminate execution gaps and elevate NPS/CSAT across all regions and retail partners. Responsibilities Own customer experience outcomes across all service journeys and channels, acting as the primary voice of the customer in leadership forums. Define, implement, and govern standardized SOPs and service policies to establish simple, executable, and scalable service operating systems. Set up and execute structured audits—including EC/SC visits, ticket sampling, call audits, and service job reviews—to identify gaps between documented processes and actual execution. Drive continuous improvement and structured process excellence initiatives using Lean and Six Sigma (DMAIC) methodologies. Eliminate repeat customer pain points through systematic root cause analysis and the deployment of long-term upstream fixes. Partner cross-functionally with Operations, Product, Technology, and Training teams to implement experience enhancements. Define, track, and manage experience-led KPIs and dashboards, presenting performance trends and strategic insights to senior leadership. Experience and Qualifications <B.Tech> / B.E or equivalent degree; MBA in Operations, SCM, or Service Management is preferred. 12 to 18 years of progressive experience in Service Excellence, Customer Experience (CX), Operations Excellence, or Quality. Lean Six Sigma Black Belt or Master Black Belt certification is highly preferred. Extensive experience managing dealer, franchise, or retail network audits in large-scale, multi-location service environments. Must Have Competencies Expert mastery of Customer Journey Design and mapping to architect seamless, brand-consistent end-to-end service delivery experiences. Advanced proficiency in Process Governance, Standard Operating Procedure (SOP) formulation, and establishing robust compliance metrics. Demonstrated expertise in Root Cause Analysis (RCA) utilizing structured Lean Six Sigma (DMAIC) frameworks to eliminate process variations. Advanced capability in Stakeholder Management and Zonal Operations Coordination to drive consensus and process compliance across diverse retail partners. Good to Have Competencies Familiarity with Salesforce, Dealer Management Systems (DMS), and advanced ticketing platforms to track operational KPIs. Experience in data visualization and dashboard modeling using tools like Tableau, Power BI, or Qlik to track performance trends. Technical understanding of electric vehicle (EV) charging ecosystems and smart vehicle diagnostic frameworks. Knowledge of training needs identification (TNI) to support front-line service personnel upskilling. Want to know more? At Ather, we've built India's first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack. Be You, With Us The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.