Customer Operations Director

About the Role

The Customer Operation Director is a strategic leadership role responsible for elevating customer operations, ensuring service excellence, and cultivating a high-performance, customer-centric team culture. This role demands visionary leadership, cross-functional collaboration, and operational expertise to deliver seamless customer experiences and drive continuous improvement.

Job Purpose

As the local leader within MSC India, you will spearhead the customer operations team—including operations, project managers, and consultants—to deliver exceptional service quality and operational excellence. Your responsibilities include managing governance frameworks, fostering a collaborative team environment, and acting as the primary liaison for local stakeholders. You will oversee ITIL processes such as Incident, Problem, Change, and Release Management, ensuring effective stakeholder engagement and crisis management. Building strong relationships with global teams and driving customer satisfaction will be central to your success.

Key Responsibilities

• Team Leadership & Inspiration: Lead, motivate, and unify the local team, fostering a collaborative "one team" culture. Act as the primary point of contact, instilling confidence and engagement.

• Cross-Functional Collaboration: Partner with other departments to enhance service quality and customer satisfaction.

• Governance & Operational Frameworks: Establish and maintain clear governance structures, roles, and responsibilities, ensuring continuous process improvement.

• Customer-Centric Approach: Embed a customer-first mindset across all activities.

• Talent Development: Drive team coaching, leadership development, and succession planning to build a trusted, high-performing team.

• Effective Communication: Maintain transparent, proactive communication within the team and with stakeholders.

• Operational Excellence: Ensure timely delivery of all commitments, uphold high standards, and promote organizational capabilities.

• Change Management & Resilience: Lead through change, adapt to evolving customer needs, and manage challenges effectively.

• Continuous Improvement: Foster a culture of innovation, process optimization, and best practices.

• Service Ecosystem Collaboration: Work closely with operations and other functions to deliver a seamless customer experience.

• Availability & Flexibility: Support European office hours with minimal breaks to ensure consistent coverage.

• Mandate & Accountability: Operate with clear mandates, proactively leading to achieve operational success.

Stakeholder Engagement

• Internal: Operations, Project Management, Customer Service, HR, Global & Regional Teams, Sales, Business Units, Finance

• External: Customers, Partners, Vendors

About you

Job Dimensions

• Deep expertise in customer operations and service delivery

• Strategic consultancy and operational guidance

• Proactive leadership with a focus on continuous improvement

• High-level presentation and communication skills

• Experience managing diverse, remote teams

Candidate Profile

• Proven leadership and team-building skills

• Strong organizational and governance capabilities

• Customer-centric mindset with a focus on service quality

• Excellent communication, negotiation, and interpersonal skills

• Experience managing cross-functional teams and stakeholder relationships

• Adaptability and resilience in dynamic environments

Skills & Qualifications

• Bachelor’s degree in Engineering, Business Management, or related fields; advanced leadership certifications are a plus

• 10-15 years of experience in customer-facing roles within IT and communications sectors, with a proven track record in customer operations and service management

• Demonstrated leadership in managing remote and culturally diverse teams

• Technical expertise in network and cybersecurity technologies (Cisco, Fortinet)

• In-depth knowledge of ITIL frameworks (Incident, Problem, Change, Release Management)

• Experience managing global customer operations across multiple time zones, including European hours

• Project management certifications (PMP, Prince2) preferred

• Strong analytical, problem-solving, and decision-making skills

• Exceptional communication, negotiation, and relationship-building abilities

• Resilience and agility in crisis and major incident management

What we offer

1. Domestic & International travel may be required at short notice

2. Working on customer premises at times may also be required