- At least 10 years of relevant work experience leading customer support teams in both the voice and non-voice support process in the customer service industry (in large scale B2C orgs)

- MBA from a Tier 1 B-School

- Must have hands on experience of driving service operations using digital tools and platforms (CRM, Service desk solutions, RPA, chatbot, AI/ML, NLP based automations)

- Experience in managing command center / control tower operations in a high transaction / throughput environment ( e.g. e-commerce)

- Proven track record of building and running a world class service operations with very high NPS

- Strong empathy for customers and passion for revenue and growth

- Experience and comfort working in highly KPI driven environments that requires influencing and driving results across organisational lines

- Ability to communicate complex ideas and abstract concepts through data and written reports and presentations

- History of driving successful change and improvement with impactful and measurable results. High energy and bias for action.

- Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing

- Ability to think strategically, as well as tactically and to exercise sound judgment in priority/goal setting

- Understanding of Consumer research, customer support operations and vendor management

- Get things done (hustler) in ambiguity

- Exposure to lean Six Sigma (Certified Lean / Six Sigma Professional will be added plus)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.