Associate Director - Customer Operations - BPO

Customer experience is the first point of contact for customers to resolve any challenges faced during their shopping. It is an ITES support provided via call, email & chat. In next 3-4 years, My Client will be one be the largest marketplace in India with millions of customers shopping on the platform.

Our Client is looking for a person to play the leadership role in B2C context, and be part of leadership team in propelling the client and e-commerce to next level.

Your Part:

- Spearhead operations driving vision and strategy.

- Define, track and improve key metrics pertaining to customer experience.

- Continuous performance review based on quality and speed to align end objective of customer delight.

- Explore and implement new models for serving customers.

- Drive strong system capabilities partnering closely with Technology/Engineering team for customer experience.

- Collaborate across functions to drive process capabilities.

- Develop, mentor and motivate the team to achieve goals.

- Work closely with enabling/business Partners like HR, Finance, and legal and other operation teams.

You (Must Haves):

- Experience in handling large ITES in outsourced/captive setup.

- MBA from tier 1 institute with a general management experience of 10+ years in an operational leadership role.

- Strong negotiation skills & very high customer orientation.

- Functional/Technical background. Should have an experience in leading & working with large teams.

- Excellent communication skills.