CX (Customer Experience) Sr Operations Manager

At iOPEX, we don’t just deliver services—we engineer transformation. As a global leader in digital operations and AI-powered CX, we partner with some of the world’s most innovative brands to elevate customer journeys, drive operational excellence, and unlock scalable growth.

Senior Operations Manager

• Operational Leadership

  : Own end-to-end delivery for CX programs, ensuring SLA adherence, quality, and efficiency.

• Client Engagement

  : Act as a strategic partner to clients, driving business reviews, insights, and continuous improvement.

• Team Management

  : Lead and mentor operations managers, team leads, and support functions to build a high-performing, accountable culture.

• Transformation & Innovation

  : Champion automation, AI adoption, and process reengineering to future-proof CX delivery.

• Governance & Escalation

  : Drive structured governance, proactive risk mitigation, and timely resolution of client escalations.

• Recognition & Retention

  : Embed a culture of appreciation, career growth, and employee wellbeing.

What We’re Looking For

• Proven experience (10+ years) in BPO/CX operations, with at least 3 years in a senior leadership role.
• Strong client-facing skills and a track record of managing global stakeholders.
• Expertise in workforce planning, performance management, and operational governance.
• Passion for people development, recognition, and culture-building.
• Exposure to AI/automation in CX is a strong plus.
• Excellent communication, analytical, and strategic thinking skills.

What You’ll Gain

• A platform to lead transformation at scale.
• Direct impact on global CX strategy and delivery.
• A culture that values ownership, innovation, and recognition.
• Opportunities for career growth across global locations.

Ready to Lead the Change?

Work Location : Ambit IT park Onsite