Assistant Manager

Company Description iSON Xperiences is a customer experience and AI solutions company that blends advanced technology with human empathy to transform how businesses engage with their customers. The organization focuses on AI-powered customer engagement that enhances innovation, operational efficiency, and seamless end-to-end experiences. By helping businesses scale smarter and optimize critical processes, iSON Xperiences enables meaningful interactions that go beyond traditional automation. The company is positioned at the forefront of the AI revolution, creating future-ready customer experiences powered by intelligent, human-centric technology.
Role Description The Assistant Manager will support daily operations, team coordination, and service delivery for an on-site unit located in Dehradun. Responsibilities include overseeing workflow, monitoring performance metrics, and ensuring adherence to quality, compliance, and customer experience standards. The role involves guiding and coaching team members, resolving escalations, and collaborating with senior management to implement process improvements. The Assistant Manager will also prepare reports, analyze operational data, and contribute to strategic initiatives that drive efficiency and client satisfaction. This is a full-time, on-site role requiring a strong presence on the floor and active engagement with both teams and stakeholders.
Qualifications
Experience in operations management, team supervision, and performance monitoring in a customer-facing or service environment.
Skills in process improvement, quality assurance, and reporting, with the ability to analyze data and implement practical solutions.
Strong communication, interpersonal, and conflict-resolution skills to manage teams and handle client or customer escalations.
Ability to work on-site in Dehradun, manage shifts if required, and maintain a high level of reliability and accountability.
Familiarity with AI-enabled tools, CRM platforms, or contact center technologies is an advantage.
Bachelor’s degree in Business, Management, or a related field, or equivalent practical experience.
Prior experience in customer experience, BPO, or technology-driven service organizations is preferred.

Work arrangement
No