Head, Customer Service

About the Role As the Head of Customer Services at Oxford University Press (OUP), you will have the opportunity to play a key 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 role is well-suited for professionals who are dedicated to ensuring customer satisfaction, driving digital transformation, and fostering a culture of continuous improvement. Join a mission-driven organization that values innovation, collaboration, and service excellence. Opportunity In this role, you will be responsible for: - Leading and developing the Customer Services team to provide efficient, timely, and high-quality service. - Aligning customer service processes with OUP's strategic goals and industry best practices. - Enhancing digital customer touchpoints such as phone, email, chat, and self-service, while modernizing service technologies. - Driving continuous improvement initiatives by leveraging data and analytics to optimize performance and enhance customer satisfaction. - Collaborating with internal stakeholders (Sales, Warehouse, SLT) and external partners (distributors, service providers). - Managing budgets, forecasting expenses, and ensuring cost-effective service delivery. - Building strong relationships with customers through regular engagement and feedback loops. - Promoting 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 of 5 years of experience in 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. Queries For any questions or queries related to this role, please contact shariq.anwar@oup.com.,