CX (Customer Experience) Sr Operations Manager

As a Senior Operations Manager at iOPEX, you will be responsible for leading the delivery of Customer Experience (CX) services for strategic accounts at our Chennai center. Your role will require a visionary approach, combining operational excellence with people-first leadership to drive performance, client satisfaction, and transformation initiatives within high-impact teams. Your key responsibilities will include owning end-to-end delivery for CX programs, ensuring adherence to Service Level Agreements (SLAs), maintaining quality standards, and enhancing operational efficiency. You will also engage with clients as a strategic partner, conducting business reviews, providing insights, and driving continuous improvement initiatives. In addition, you will be tasked with managing and mentoring operations managers, team leads, and support functions to cultivate a high-performing and accountable culture. Championing automation, AI adoption, and process reengineering will be crucial to future-proofing CX delivery. Your role will also involve establishing structured governance processes, mitigating risks proactively, and resolving client escalations in a timely manner. Fostering a culture of appreciation, career growth, and employee wellbeing will be integral to your leadership approach. The ideal candidate for this position will have over 10 years of experience in BPO/CX operations, including at least 3 years in a senior leadership role. Strong client-facing skills, global stakeholder management experience, and expertise in workforce planning, performance management, and operational governance are essential. A passion for people development, recognition, and culture-building, along with exposure to AI/automation in CX, will be advantageous. Excellent communication, analytical, and strategic thinking skills are also required for this role. Joining iOPEX will provide you with a platform to lead transformation at scale, make a direct impact on global CX strategy and delivery, and be part of a culture that values ownership, innovation, and recognition. You will have opportunities for career growth across global locations while working at the Ambit IT park onsite. If you are ready to lead the change and drive operational excellence in a dynamic and innovative environment, we invite you to apply for the Senior Operations Manager position at iOPEX.,