Director - CX & Operations - Consumer Internet Firm

Job Description

Director CX & Operations, Consumer Internet company (8-12 yrs) Our client is a trail-blazing leader in the Consumer Internet sector and considered one of the poster-successes of the segment from India. Never content to rest on past successes, the company is moving into exciting new areas that are opening up and creating products and services across the entire consumer and professional spectrum. Their latest venture is a curated service for the premium-end professionals that will help them manage their lives and needs, freeing up time and economizing effort. The Role As the Head of Operations and CX, you will play a crucial role in shaping and being the sole owner of the consumer experience from the start to end of every mission that consumers raise. You will lead a large operations team for consumer engagement and mission fulfillment, with tech first thinking. This is a high-impact role that requires a strong mix of strategy, execution excellence, and leadership. The individual will also be a critical leader for the entire business, and will be expected to be AI first in thought process and execution. Key Responsibilities Fully responsible for all missions that come from the consumers; The team engages with consumers to fulfil tasks with highest consumer service levels possible Lead a team that will receive and fulfill all missions received from start to end; Build AI first solutions to scale the business model- From consumer engagement to mission fulfillment Operational Excellence: Develop and execute scalable playbooks for rapid expansion and sustainable operations Seller & Customer Experience: Own and enhance the end-to-end experience, driving high engagement and satisfaction Process & Playbook Creation: Design and implement streamlined processes for onboarding, training, and quality control. Full Ownership & Execution: Operate with a founder mindset-solve challenges, take initiative, and drive outcomes You Are Ideally a premier institute MBA with 8-12 years' experience including a start stint in top tier consulting, followed by scrapes and successes in the startup sector, covering 0-1 incubation, strong customer connect and a record to show. As An Individual, You Are Customer-Obsessed - You deeply care about consumer experiences and prioritize their needs. Strategic & Execution-Focused - You can craft a vision and execute with precision and excellence Entrepreneurial & Action-Oriented - You thrive in ambiguity, love building from scratch, and move fast Data-Driven & Process-Oriented - You understand how to scale operations efficiently and effectively Write in today if you find this challenge exciting and let's set you up! (ref:iimjobs.com) Show more Show less