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Tier-1 brand, metro Bengaluru location, and broad vendor/customer operations skillset increase applicant competition.
Requires vendor-specific operations and customer-service expertise, moderately transferable across industries.
Explicit 8+ years, leadership, and mandatory vendor/KPI skills make shortlisting highly selective.
Drive vendor performance and customer experience metrics for assigned teams, ensuring adherence to SLAs, KPIs, and operational targets.
Lead operational excellence initiatives, including data-driven root cause analysis, performance reviews, and continuous improvement to enhance customer satisfaction and efficiency.
Manage cross-functional relationships with vendor partners and internal stakeholders to mitigate risks including business continuity and operational challenges.
8+ years of experience in Customer Service, Customer Operations, or a related field.
2–3+ years of team leadership experience, preferably managing up to 50 employees.
Proven skills in KPI and performance management, customer experience metrics (CSAT, NPS), and data analysis including Root Cause Analysis.
Strong stakeholder management and vendor collaboration skills.
Experienced leader with a strong background in vendor management and customer-focused operations in a product-oriented environment.
Analytically driven with demonstrated ability to identify operational gaps, implement improvements, and mitigate risks proactively.
Effective relationship builder capable of managing multiple priorities and communicating confidently across teams, vendors, and senior stakeholders.