CX Delivery Site Lead

Overview

The CX Delivery Site Lead drives operational delivery excellence across Logitech’s global CX operations, with a focus on vendor management and performance improvement. Based in India, the role oversees key CX vendor(s) and helps standardize metrics, processes, and quality across partner teams.

What you'll do

• Lead and oversee operations for a key CX vendor(s) to meet performance standards and business goals.
• Evaluate and manage vendor KPIs, performance agreements, and operational issue resolution.
• Collaborate with vendors to streamline processes, remove bottlenecks, and align with CX methodologies.
• Conduct periodic reviews, calibrations, and performance assessments to drive improvement.
• Act as the main point of contact for vendor partnerships and day-to-day operational efficiency.
• Develop and deploy global CX performance optimization standards and dashboards.

What you'll need

• Minimum 5 to 10 years of experience.
• Strong experience managing BPO/third-party vendor operations with KPI/SLA performance oversight.
• Proven track record of operational excellence and customer experience/service delivery improvements.
• Expertise using data-driven insights and dashboards to monitor, report, and optimize performance.
• Strong organizational and multitasking skills for managing local partnerships and global initiatives.
• Fluency in English; additional Indian languages are a bonus.

Details

• Location: Bangalore, India.
• Work model described as hybrid, with some roles remote and others on-premises.