Head - Customer Experience

Experience Centre Head (Customer Experience)

Job Description:

We are looking for an experienced and customer-focused leader to head large-scale Experience Centre operations. The ideal candidate should have strong expertise in managing inbound customer/seller experience operations, driving operational excellence, and building customer-first support strategies.

The role requires a hands-on leader with excellent analytical, stakeholder management, and team leadership capabilities who can drive process transformation and enhance overall customer experience metrics.

Key Responsibilities:

- Lead and manage large inbound Experience Centre operations

- Drive exceptional seller/customer experience across all touchpoints

- Identify, analyze, and resolve root-cause operational issues using data-driven insights

- Build and implement customer-first support and engagement strategies

- Collaborate with cross-functional teams to improve operational efficiency and service delivery

- Create a culture of ownership, empathy, accountability, and "Experience First" thinking

- Drive process improvement initiatives and optimize overall experience metrics

- Monitor operational KPIs, SLAs, CSAT, and productivity benchmarks

- Lead, mentor, and develop high-performing teams across operations

- Drive automation, innovation, and operational excellence initiatives

Desired Candidate Profile:

- Experience leading large inbound/customer experience operations

- Strong problem-solving, analytical, and decision-making capabilities

- Hands-on leader with strong execution and operational management skills

- Customer-obsessed mindset with excellent stakeholder management abilities

- Ability to challenge conventional support approaches and drive innovation

- Strong communication, people management, and leadership skills

- Experience working in fast-paced and high-growth environments preferred

- Exposure to seller experience, customer support transformation, or operations excellence initiatives is an added advantage