Supplier and Customer Experience Specialist

Role Overview

• Improve supplier performance to meet HCM deliverables and OKRs by using metrics and feedback to drive corrective and preventative actions, and by implementing/monitoring performance improvements.
• Ensure a positive customer experience across the content lifecycle by using quantitative and qualitative insights for data-led decisions, collaborating with HCM teams/suppliers/partners to resolve feedback, and overseeing accessibility governance across BAU (alt text, video accessibility, PDF tagging, ePub E300 standards, and metadata).
• Monitor and improve supplier performance across workflows (quality, delivery, TAT, communication, project management, and customer experience), including day-to-day feedback management, escalation handling, and leading improvement projects.
• Own supplier quality reporting and data integrity by interrogating monthly KPIs (e.g., SOC/CIC), contributing to quality framework assessments and action plans, partnering with Operations Analytics for accuracy, and maintaining the QuickBase Supplier Feedback Tracker (error rates, themes, actions, best practices).
• Manage CX reporting and improvement via Scorecard 360 and ASAT/CSAT dashboards, customer insights, cross-HCM actions, and CX awareness/training.
• Accessibility governance: Own end-to-end accessibility use-case management, partner with PMO/DNA/accessibility stakeholders and vendors to ensure compliance, drive quality assessments and improvements, and build dashboards/monitoring mechanisms.
• Lead regular supplier discussions; maintain action logs, meeting notes, and project trackers; track and report action progress; coordinate with book specialists and SPOCs; and promote customer experience and supplier management across HCM through clear written and verbal communication.

Requirements

• University Graduate degree
• 4+ professional experience in publishing or relevant industry
• Solid Understanding of quality and/or performance management principles
• Experience of working with customers/end users delivering high quality services
• Strong knowledge of MS Office
• Basic knowledge in auditing and assessment processes
• Qualifications in Lean methodologies
• Demonstrated competency in project management
• Accessibility workflow and supplier knowledge
• Health Content Management relevant experience and knowledge

Benefits

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.
• Enhanced Health Insurance Options: Competitive rates negotiated by the company.
• Group Life Insurance: Ensuring financial security for your loved ones.
• Group Accident Insurance: Extra protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Achieve a harmonious work-life balance.
• Employee Assistance Program: Access support for personal and work-related challenges.
• Medical Screening: Your well-being is a top priority.
• Modern Family Benefits: Maternity, paternity, and adoption support.
• Long-Service Awards: Recognizing dedication and commitment.
• New Baby Gift: Celebrating the joy of parenthood.
• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
• Free Transport pick up and drop from the home -office
• home (applies in Chennai)