Corporate Planning & Management - Support Operations Lead - Customer Experience - Associate - Bengaluru
Goldman Sachs (company site, opens in a new tab)5+ yrsBengaluruOn-siteDirect career pageEst. 14–24 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead a global customer support team of ~20 contingent workers servicing Procurement via multiple digital channels, ensuring consistent service delivery and customer experience.
- Manage daily operations including workforce planning, SLA adherence, escalations, quality control, and reporting across regions and time zones.
- Drive continuous improvement through customer insight, tooling implementations, automation, AI integration, coaching, and cross-team partnerships.
Minimum Requirements
- 5+ years in customer support, service desk, contact center or similar high-volume environments, including team leadership experience.
- Experience managing digital support channels such as live chat, overseeing SLAs, escalations, quality and operational performance.
- Experience developing SOPs, playbooks, and knowledge content.
- Work Experience Required: 5+ years explicitly mentioned.
Ideal Candidate Profile
- Experienced in high-volume digital customer support environments with strong operational leadership and coaching abilities.
- Adept at cross-functional stakeholder management and translating operational needs into scalable digital solutions involving automation or AI.
- Preferably has background or exposure to procurement, procure-to-pay, or enterprise shared services and familiarity with tools like ServiceNow and Amazon Connect.