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Customer Experience & Ecommerce Automation Manager (Shopify + CX + AI Automation)
Full-time
We are looking for a hands-on Customer Experience \& Automation Manager to own and execute our customer experience, automation, and operational workflows across multiple platforms.
This role is execution-heavy and system-oriented. You will work directly inside tools such as Exotel, Sagepilot AI Customer Experience Platform, marketing automation platforms, Shopify, GoAffPro, and Zoho to build, manage, and optimize customer journeys, support workflows, and internal automations.
An added advantage is the ability to identify, design, and implement AI-driven workflows across departments wherever they meaningfully improve efficiency, accuracy, or customer experience.
Key Responsibilities
Customer Experience \& Support Platforms
Own and manage Exotel for voice, IVR, call routing, and customer communication workflows
Implement and optimize AI-driven customer interactions using Sagepilot or similar AI CX platforms
Design smooth handoffs between AI, automation, and human support teams
Monitor CX performance and continuously improve workflows based on data and feedback
Marketing Automation \& Customer Journeys
Build and manage end-to-end customer journeys on the marketing automation platform
Implement lifecycle flows including onboarding, post-purchase, retention, win-back, and reactivation
Set up segmentation, triggers, rules, and automation logic
Ensure journeys are correctly integrated with Shopify events and customer data
Shopify \& E-commerce Integrations
Work closely with the Shopify store, apps, and integrations
Ensure customer, order, and behavioral data flows correctly across platforms
Troubleshoot automation, tracking, and workflow issues related to Shopify
Affiliate Platform Management
Own and manage the GoAffPro affiliate platform end-to-end
Set up affiliate onboarding, approvals, tracking, commissions, and payouts
Ensure accurate reporting and clean integration with Shopify
Finance \& Operations Workflows
Manage and optimize workflows related to Zoho Invoicing
Ensure smooth coordination between invoicing, customer records, and automation logic
Reduce manual work and operational errors through better workflow design
Workflow \& Automation Ownership
Design, implement, and maintain cross-platform workflows
Identify repetitive or manual processes and automate them
Document workflows, logic, and dependencies clearly
Ensure reliability, monitoring, and ongoing optimization of systems
AI Workflow Development (Added Advantage)
Identify opportunities to use AI across CX, operations, marketing, or internal workflows
Build and deploy AI-assisted workflows using existing platforms and tools
Experiment pragmatically with AI while maintaining system stability and accuracy
Requirements
What We’re Looking For
Must-haves
2-4 years of experience in CX, CRM, marketing automation, or operations roles
Hands-on experience working directly inside CX, CRM, or automation platforms
Strong execution mindset with end-to-end ownership of tools and workflows
Experience working with D2C or e-commerce brands
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