Head - Customer Experience/Support - BPO

- 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)