Director, Contact Center

Overview

Lead the strategy and execution of large-scale customer support operations, ensuring consistent, high-quality service across channels and at scale. Accountable for overall service, customer experience, productivity, cost, and operational performance.

What you'll do

• Set the operating strategy for Customer Support, establishing priorities, performance standards, and governance mechanisms aligned with business and customer needs.
• Create the visibility and accountability required to identify issues early and drive timely action.
• Improve the customer experience and operating model using customer insights and operational data across service, quality, resolution effectiveness, and repeat contacts.
• Simplify processes, remove friction, and partner across teams to improve the end-to-end customer journey.
• Influence across organizational boundaries with Product, Technology, Finance, People, Workforce Management, and other partners to solve complex customer and business problems.
• Ensure appropriate operational controls and business continuity mechanisms are in place to maintain resilience through change and disruption.
• Lead transformation across Customer Support, applying automation, AI, analytics, and new operating models to improve customer and associate experiences and increase efficiency.
• Partner with Product and Technology to turn emerging capabilities into measurable business outcomes.
• Own the capacity and economics of the operation, partnering with Workforce Management, Finance, and business teams to align resources with demand and optimize staffing, OPEX, productivity, and cost-to-serve.
• Make trade-offs that balance near-term performance with long-term scalability.
• Build a strong leadership organization, developing senior leaders and people managers and strengthening succession and talent pipelines.
• Create an environment of high standards, accountability, engagement, and continuous improvement.

What you'll need

• 18+ years of professional experience, including 10+ years leading large, multi-layered organizations and developing senior leaders.
• Proven experience leading large-scale customer service, contact center, or customer experience organizations, with accountability for service, quality, productivity, customer experience, and cost, and a track record of measurable improvements across these outcomes.
• Experience leading multi-channel customer support across voice, chat, and digital channels, preferably within a large-scale retail, ecommerce, technology, or consumer business.
• Strong executive communication and stakeholder management skills, with the ability to influence senior leaders and partners across a complex global organization.
• Demonstrated ability to build high-performing organizations, establish scalable operating mechanisms, and lead complex, cross-functional initiatives.
• Experience using data, analytics, AI, automation, and technology-enabled solutions to transform customer operations and improve scalability and efficiency.
• Minimum: Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years' experience in retail management, business, psychology, counseling, business administration, or related area, OR 7 years' experience in retail management, business, psychology, counseling, business administration, or related area.

Nice to have

• Customer service, contact center, service desk, or related area experience.
• Managing teams in an operations or production environment.
• Project management experience.
• Supervisory experience.

Details

• Location: Bldg 2 Cumulus Prestige Tech Cloud, Bangalore, Karnataka, India.
• Work mode: Home Office listed in the location line.