Senior Customer Experience Manager

About Bark

Bark is an online services marketplace connecting customers with professionals across over 1,000 categories. Operating in nine countries including the UK, US, Australia, Canada, and New Zealand, we're transforming how people find trusted service providers for everything from home improvement to professional services.

Our platform uses cutting-edge technology to match customers with the right professionals quickly and efficiently. With a global team of over 220 people, we're currently undergoing an exciting transformation: migrating from a lead generation model to a full marketplace platform with subscription-based pricing.

As a profitable, PE-backed scale-up (EMK Capital), Bark offers the best of both worlds: the agility and innovation of a fast-moving business combined with financial stability and resources for growth. We recently launched our new marketplace model in Australia (Q4 2025) and are preparing for rollout to the UK and US markets in 2026. You'll have genuine ownership, responsibility, and the opportunity to shape our commercial strategy during a pivotal transformation phase with the chance to make your own contribution to our journey.

About Bark India

Bark India is the largest operation of Bark outside the UK, with more than 50 staff members. Bark India started operations in December 2022 and currently manages Marketing and Sales functions for India, South Africa and Singapore. In addition, there is also customer support team that provides support to India and Global operations.

About the Role

We are looking for an experienced Senior CX Manager to lead Customer Experience operations in India, supporting customers across multiple markets and stages of the customer lifecycle. Reporting to the Head of Customer Experience, based in the UK, this role will lead and develop our CX Team Leads and Managers, drive front-line operational performance and deliver strategic initiatives that improve customer and business outcomes. Working closely with the Customer Operations team in London and cross-functional teams/stakeholders, you will connect the India delivery operation with wider global priorities.

The ideal candidate will bring strong leadership experience from a customer care or support centre environment, including experience managing other managers. You will be comfortable operating across multi-site or international teams, using commercial and operational insight to influence senior stakeholders, lead change and turn CX priorities into measurable results.

This is an opportunity to shape how CX operates in India, build future leadership capability and make a meaningful impact within a global business.

Key Responsibilities

CX Leadership & Operations

• Lead CX operations and delivery for the India function across voice and non-voice channels

• Represent the India CX team in cross-functional forums and senior stakeholder discussions

• Own service quality, customer satisfaction, productivity, service levels and cost-to-serve

• Improve operational processes, governance and performance frameworks to support consistent delivery

People Leadership

• Lead and develop multiple CX Leads / Managers, with indirect responsibility for approximately 70 agents and shift leads.

• Coach managers to strengthen performance, leadership capability and succession planning, including the confidence to challenge constructively, influence stakeholders and put forward clear, evidence-based recommendations

• Build a culture of accountability, collaboration, continuous improvement and open communication

• Lead managers and teams effectively through organisational and operational change

Strategic, Change & Project Leadership

• Translate business priorities into clear CX plans and measurable operational outcomes

• Lead priority CX and business projects from scoping through implementation and post-launch review

• Assess the customer, operational and commercial impact of proposed organisational, channel and process changes

• Manage project risks, dependencies and stakeholder alignment, providing clear updates to senior leadership

Global & Cross-Functional Collaboration

• Act as the bridge between the India delivery organisation and global leadership

• Partner with Workforce Management, Product, Commercial and other teams to deliver shared priorities

• Support workforce and capacity planning across relevant markets and channels

• Influence senior stakeholders and constructively challenge decisions where needed

Performance & Commercial Management

• Use operational data and customer insight to identify trends, risks and improvement opportunities

• Turn performance insight into clear recommendations and actions

• Ensure CX activity delivers measurable customer, operational and commercial value
  

Required Skills & Experience

Essential Experience

• Significant experience in customer care/support centre and customer experience operations, ideally within a global environment. Preferably has worked with a UK- or US-headquartered company, ideally serving as the most senior member/leader of the offshore team.

• Brings 10+ years of experience in a global contact centre environment, with proven expertise in managing multiple shifts and teams, including a minimum of 3+ years of experience managing people managers.

• Proven experience managing multi-site, offshore, or international operations.

• Positioned as the strategic bridge between delivery centre operations and global/HQ leadership.

• Demonstrated ability to lead through senior stakeholder conversations and constructively challenge decisions

• Strong experience in operational and strategic leadership, beyond day-to-day contact centre management

• Proven ability to manage competing commercial, operational, people, and project priorities

• Strong people leadership skills, with experience developing managers and building future leadership capability

• Experience leading organisational, process, or channel changes

• Strong analytical and commercial mindset with the ability to make data-driven decisions

Desirable Experience

• Experience managing multi-time-zone operations across regions such as UK/EU, US/Americas, and APAC/ANZ

• Experience in a marketplace, lead-generation platforms or a similarly fast-paced environment

• Understanding of two-sided marketplace dynamics, including buyer/seller or customer/partner ecosystems

• Experience designing or restructuring teams and operating models from the ground up

Interview Process

• Screening Call with Talent Partner (30 mins)

• 1st Stage - Hiring Manager Stage (30 mins)

• 2nd Stage - Technical Task (60 mins)

• 3rd Stage - Values interview (30 mins)

Diversity Statement

At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.