Vice President - Customer Care Lead

Overview

Lead and develop a customer care team delivering an omni-channel experience and consistently excellent customer outcomes.

What you'll do

• Lead performance management standards across the team to drive goals and expectations.
• Run day-to-day business operations using internal and external insights to plan effectively.
• Drive customer satisfaction and influence NPS through a resolution-focused culture.
• Ensure operational and risk frameworks are adhered to, including observations for direct reports.
• Manage operational performance of allocated sites and surrounding touchpoints.
• Advise stakeholders on functional and cross-functional impacts and alignment.

What you'll need

• Use MS Office and desktop computer tools effectively.
• Proficient in using various communications channels.
• Graduate in any discipline (MBA/PGDBM preferred) with relevant work experience at senior managerial level.
• Experience leading large teams across multiple processes.
• Prior experience in customer service (preferred).
• People leadership experience managing a headcount of 80–100+.
• Be flexible for shifts and work on Indian holidays.

Details

• Location: Pune, Gera Commerzone SEZ.