The Head - Operations / Customer Experience will be responsible for setting the vision and direction of Customer Service operations for foodpanda.in and tastykhana.in. You will lead a large team of up to 200+ inhouse and 200+ outsourced associates, team leads, customer service managers and operations managers to improve customer experience, increase productivity and maintain service levels. This is a senior-level management position that is fully accountable for the results of the India Customer Service business.   Summary of Responsibilities:  - Responsible for customer experience quality and service delivery for foodpanda.in   - Responsible for the overall direction, coordination, and evaluation of the teams under management. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors.   - Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within foodpanda.   - Actively seeks to understand the business values and initiatives, and translates those into everyday CS practices.   - Works with the VP of Business Operations to determine strategy to achieve overall business goals, Shapes the direction of the team & keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making.   - Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.   - Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes in order to deliver an exceptional customer experience.   - Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.   - Acts as the thought leader and strategist for foodpanda's Customer Service offerings and capabilities in the market. Develops and drives strategies and programs which improve the competitive position of the Company.   - Demonstrates flexibility in work hours based on business need.

Delhi NCR

Foodpanda - Head - Operations/Customer Experience 

Foodpanda - Head - Operations/Customer Experience  ,Job Description for Foodpanda - Head - Operations/Customer Experience  in Foodpanda in  Delhi NCR for (5-15) years of experience. Apply Now!

Job Description for Foodpanda - Head - Operations/Customer Experience  in Foodpanda in  Delhi NCR for (5-15) years of experience. Apply Now!