Manager, Customer Service
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Job description
Role expectations
In this role, you will…
• Lead and integrate Customer Service Operations, CX Strategy, and Digital Transformation initiatives, ensuring alignment across teams responsible for automation, customer experience, and service delivery operations.
• Drive strategic execution of key operational programs including Salesforce initiatives, automation pipelines, CX improvement programs, and operational transformation projects across India market.
• Ensure governance and timely execution of major projects such as DSP, LEO, automation programs, and operational improvement initiatives by establishing clear milestones, ownership, and accountability frameworks.
• Oversee CX performance metrics including CSAT, churn indicators, complaints trends, and operational KPIs, translating insights into strategic action plans to enhance customer experience and operational efficiency.
• Build and strengthen automation and digital capabilities by identifying high-impact automation opportunities across workflows, logistics coordination, customer communication, reporting, and operational processes.
• Establish standardized processes, governance models, and SOP frameworks across all customer operations functions to ensure consistency, scalability, and operational excellence.
• Act as a strategic bridge between India operations and global teams, ensuring seamless coordination on delivery timelines, system enhancements, CX initiatives, and operational escalations.
• Develop leadership capability across the team, mentoring functional leads and enabling them to drive continuous improvement, analytics-driven decision making, and proactive issue resolution.
What we're looking for
In this role, you will need …
• 10–14 years of experience in Customer Operations, CX, Service Delivery, or Business Operations, preferably in a multinational environment.
• Strong experience in operations transformation, process optimization, and automation initiatives.
• Proven ability to lead cross-functional teams and manage complex operational programs.
• Good understanding of CX metrics such as CSAT, churn, and complaint analytics.
• Working knowledge of Salesforce, workflow automation tools (e.g., Power Automate), and analytics dashboards.
• Strong stakeholder management and project governance skills, especially while coordinating with global teams.
• Excellent communication, leadership, and problem-solving abilities with a strong execution mindset.