Head, Customer Service

About the Role

Introduction – the ‘why’

This is a strategic leadership opportunity at Oxford University Press (OUP), where you will shape the customer experience journey and drive operational excellence. As Head of Customer Services, you will lead a high-impact team that serves as the primary interface between OUP and its customers. This role is ideal for professionals passionate about customer satisfaction, digital transformation, and continuous improvement. You’ll be part of a mission-driven organization that values innovation, collaboration, and service excellence.

Opportunity – the ‘what’

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.

Queries

For any questions related to this role, please contact shariq.anwar@oup.com.