The Customer Experience Team (CET) is much more than a support function-it is the voice of our customers and a key driver of trust, loyalty, and operational excellence.

We are looking for an experienced Customer Experience leader to own and scale our Customer Experience Team across voice, non-voice, and ticketing operations. This role will be responsible for delivering exceptional customer experiences while driving operational excellence, process improvements, technology adoption, and people development across both in-house and partner teams.

The ideal candidate combines operational excellence with customer obsession, builds high-performing teams, and continuously improves customer journeys at scale.

Key Responsibilities

Customer Operations Leadership

- Lead end-to-end customer support operations across inbound and outbound calls, email, chat, ticketing, and social media support.

Own and drive key customer support metrics including:

- Service Level Agreement (SLA)

- Response Time

- Resolution Time (TAT)

- First Contact Resolution (FCR)

- Customer Satisfaction (CSAT)

- Net Promoter Score (NPS)

- Quality Scores

- Productivity Metrics

- Ensure consistent, seamless, and high-quality customer experiences across all customer touchpoints.

- Establish strong governance mechanisms to proactively monitor operational performance and customer outcomes.

Team Leadership

- Lead, mentor, and develop a large customer support organization comprising Team Leaders, Managers, and frontline associates.

- Build leadership capability through coaching, structured development programs, and succession planning.

- Foster a culture of accountability, customer obsession, collaboration, and continuous improvement.

- Drive employee engagement, performance management, and capability enhancement initiatives.

Partner & Vendor Management

- Manage a hybrid customer support model comprising both in-house teams and outsourced/BPO partners.

- Drive governance through regular business reviews, SLA management, performance tracking, and continuous improvement initiatives.

- Ensure consistent customer experience regardless of the delivery model.

- Collaborate with external partners to optimize operational performance and service quality.

Process Excellence

- Identify recurring customer pain points and collaborate with Product, Technology, Supply Chain, and Business teams to eliminate root causes.

- Drive automation, workflow optimization, AI-assisted support, and self-service initiatives to improve customer experience and operational efficiency.

- Leverage customer insights, VOC data, and operational analytics to enhance customer journeys and internal processes.

- Champion continuous improvement initiatives across customer support operations.

Operational Excellence

- Own workforce planning, forecasting, capacity planning, scheduling, and productivity management.

- Build dashboards and operating rhythms for daily, weekly, and monthly business reviews.

- Ensure governance around quality, compliance, customer escalations, and operational risk management.

- Monitor business performance using data-driven insights and implement corrective actions where required.

Desired Candidate Profile

Mandatory

- 8+ years of experience leading Customer Support or Customer Service operations within B2C organizations.

- Strong experience managing large-scale customer support teams across voice, email, chat, ticketing, and digital channels.

- Proven experience leading managers, team leaders, and large frontline support teams.

- Strong analytical, problem-solving, and operational management skills with a data-driven mindset.

- Experience collaborating with cross-functional stakeholders to improve customer experience and operational efficiency.

- Excellent communication, stakeholder management, and leadership skills.

Preferred

- Experience managing both in-house and outsourced/BPO customer support operations.

- Experience in fast-paced Consumer Internet, E-commerce, Retail, D2C, Marketplace, or Omni-channel businesses.

- Hands-on exposure to CRM platforms, Workforce Management (WFM) tools, customer support technologies, and reporting

dashboards.

- Experience driving automation, AI-enabled customer support, digital transformation, or self-service initiatives.

Key Success Metrics

Within the first 12 months, the successful candidate will be expected to:

- Improve overall customer experience while maintaining operational efficiency.

- Build a scalable, high-performing Customer Experience organization.

- Strengthen governance across both in-house and outsourced support operations.

- Improve productivity, quality, CSAT, NPS, FCR, and SLA adherence.

- Reduce response and resolution timelines through process optimization.

- Drive automation and digital transformation initiatives within customer support.

- Partner closely with Product, Technology, Supply Chain, and Business teams to solve root-cause customer issues rather than repeatedly managing symptoms.

- Build sustainable operating mechanisms and reporting frameworks that enable continuous improvement and business visibility.

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