Role Overview:

There is an immediate opening for Manager - Customer Success, HRBP & Delivery Operations based in Gurgaon.

We are looking for a Director - Customer Success, HRBP & Delivery Operations to lead client success, people partnering, and seamless delivery of learning and development initiatives. This is a high-ownership role for someone who can balance stakeholder relationships, employee and client needs, operational rigour, and hands-on program execution.

Key Responsibilities:

- Build and manage strong relationships with clients, business leaders, employees, facilitators, coaches, and internal stakeholders.

- Act as a trusted partner by understanding client, business, and people needs and translating them into effective learning, talent, and development solutions.

- Lead end-to-end delivery operations for training, leadership development, coaching, and employee-development programs from needs assessment and planning to execution, reporting, and closure.

- Own program calendars, resource allocation, facilitator coordination, participant communication, logistics, documentation, budgets, and delivery timelines.

- Partner with business leaders on employee engagement, performance management, talent development, retention, and workforce-related initiatives.

- Ensure smooth onboarding, engagement, and ongoing support for clients and participants across learning and coaching programs.

- Establish and monitor delivery processes, service standards, trackers, dashboards, and escalation mechanisms to ensure consistent execution.

- Track program effectiveness, learner engagement, employee feedback, client satisfaction, and operational metrics; provide recommendations for improvement.

- Identify delivery risks early, resolve execution challenges, and ensure timely stakeholder communication.

- Manage multiple client engagements and internal people initiatives while maintaining quality, timelines, and attention to detail.

- Identify opportunities for account growth, renewals, expanded program offerings, and deeper client partnerships.

- Drive high levels of customer satisfaction, employee experience, operational excellence, retention, and long-term relationship building.

Qualifications & Skills:

- Postgraduate degree in Human Resources, Psychology, Business Management, Operations, or a related field.

- 15-18 years of experience across Customer Success, HRBP, Learning & Development, Delivery Operations, Program Management, Training, or Client Relationship Management.

- Strong understanding of leadership development, coaching, mentoring, corporate learning, employee engagement, and talent management.

- Demonstrated experience managing end-to-end program delivery and complex stakeholder coordination.

- Excellent stakeholder management, communication, presentation, planning, and problem-solving skills.

- Strong operational mindset with experience in process improvement, reporting, tracking, and managing service quality.

- Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

- Hands-on, accountable, and comfortable taking ownership from planning through execution.

Contact:

9811967450