Customer Experience Manager

1Cell.Ai is an AI-powered precision oncology diagnostics company on a mission to make advanced cancer testing faster, more reliable, and more accessible. Headquartered in Mumbai with operations across India, the US, and Africa, we're scaling rapidly postSeries A. For the oncologists, hospitals, and patients who depend on our reports, customer experience isn't a support function it is the product experience. We're hiring a Manager - Customer Experience to own and lead 1Cell Concierge end to end the strategy, the team, the systems, and the standards. You will be accountable for making 1Cell the most reliable oncology diagnostics partner in the market, from sample pickup through report delivery to collections. What you'll own Define and drive the CX strategy and operating model for a fast-scaling diagnostics businessBuild, lead, and develop the full CX organisation across the customer journeyOwn the core CX outcomes satisfaction, responsiveness, turnaround, and collections healthDigitise and automate the partner experience (portal, call centre, self-service)Set the complaint-management and service-recovery discipline speed, root-cause, closureLead Key Account Management for the most important hospital and oncologist relationshipsPartner with Finance to strengthen collections and reduce receivables cyclesRepresent the voice of the customer in cross-functional and leadership forumsWhat you bring 6 10+ years in customer experience / service operations, with significant time in a Managerial roleProven success building or transforming a CX function in a scaling, service-led businessDeep command of CX metrics and the discipline behind them (CSAT, NPS, TAT, service SLAs)Track record of standing up automation, contact-centre, and CRM capabilityExecutive presence credible with clinicians, hospital leadership, and an MD-level teamBias for building: comfortable creating structure where little exists Good to have Background in diagnostics, pathology, healthcare, or clinical lab operationsExperience with B2B / B2B2C key account managementExposure to collections / receivables improvement Why this role This is a build-and-lead mandate, not a caretaker seat. You'll shape a CX function that materially affects patient outcomes, with the autonomy to set the standard for the industry. .