Customer Care Operations Manager

Lead and manage a customer contact operation of approximately 100–150 employees, focusing on customer experience, productivity, cost optimization, sales, risk management, and people development.

Implement global customer contact strategy and establish performance governance using leading and lagging indicators to drive accountability and continuous improvement.

Shape culture and capability by developing leaders, strengthening coaching, and driving readiness for change and transformation initiatives.

Graduation in any discipline.

Minimum 10–12 years of contact centre or service delivery experience in a leadership role.

Experience with Lean Six Sigma, risk management, vendor management, and proficiency in Microsoft Office and PowerPoint.

Legal right to live and work in India; willingness to travel internationally to Customer Contact Division sites.

Experienced senior leader comfortable managing large-scale customer contact operations in a service-driven environment.

Strategically agile with strong influencing skills and a collaborative, change-driven leadership style.

Proficient in managing operational performance metrics, risk mitigation, and embedding coaching and development programs among teams and leaders.