Customer Service

About the Role As the Head of Customer Services at Oxford University Press (OUP), you will have the opportunity to play a crucial role in shaping the customer experience journey and driving operational excellence. Leading a high-impact team, you will serve as the primary interface between OUP and its customers. This position is perfect for individuals who are dedicated to ensuring customer satisfaction, driving digital transformation, and continuously improving processes. Join a mission-driven organization that values innovation, collaboration, and service excellence. Opportunity In this role, you will: - Lead and develop the Customer Services team to deliver efficient, timely, and high-quality service. - Align customer service processes with OUP's strategic goals and industry best practices. - Enhance digital customer touchpoints (phone, email, chat, self-service) and modernize service technologies. - Drive continuous improvement initiatives using data and analytics to optimize performance and customer satisfaction. - Collaborate with internal stakeholders (Sales, Warehouse, SLT) and external partners (distributors, service providers). - Manage budgets, forecast expenses, and ensure cost-effective service delivery. - Build strong relationships with customers through regular engagement and feedback loops. - Promote a culture of excellence, accountability, and employee development within the team. About You Essential Criteria: - B.E./B.Tech from a Tier 1 or Tier 2 college. - Minimum 5 years of experience leading/managing a Customer Services team. - Strong understanding of customer service technologies and digital tools. - Proficiency in SAP/ERP, 8x8, Salesforce, and other CRM platforms. - Strong business acumen with experience in financial analysis and business case preparation. - Excellent stakeholder management, negotiation, and cross-functional collaboration skills. Desirable Criteria: - MBA in Operations from NITIE, SIOM Nasik, SP Jain, or other Tier 1/Tier 2 institutions. For any questions or queries related to this role, please contact shariq.anwar@oup.com.,