Head of Customer Care

Associate Director — Customer Care / Customer Experience

Experience: 13–15 years, from OTA / Travel industry

Role Overview:

As Associate Director — Customer Care / Customer Experience, you will lead large, cross-functional teams to deliver exceptional customer experiences at scale. You will own and drive the roadmap for customer care, oversee end-to-end service operations, and shape a customer-obsessed culture across the organization. You will work closely with senior leadership to design, implement, and continuously improve service delivery frameworks that differentiate us in a competitive OTA environment.

Key Responsibilities:

• Operational Excellence

Oversee day-to-day customer care operations across voice, email, chat, and social media channels. Implement robust quality and performance management frameworks to ensure high service standards. Optimize key metrics including NPS, CSAT, CES, first contact resolution, and average handling time.

• Process & Policy Design

Identify process gaps and design scalable solutions to enhance efficiency and reduce customer effort. Collaborate with product, tech, and operations teams to build systemic fixes that eliminate root causes of issues.

• People Leadership

Lead, mentor, and develop a large team of managers and frontline leaders to foster high engagement and performance. Drive succession planning, learning, and development initiatives to build a strong talent pipeline.

• Vendor & Partner Management

Manage outsourced/vendor partner relationships, ensuring adherence to SLAs and quality standards while driving cost efficiency.

• Customer Insights & Advocacy

Analyze customer feedback, complaints, and data to derive actionable insights. Act as the voice of the customer internally, advocating for improvements in product, policies, and processes.

• Technology & Automation

Partner with technology teams to enhance self-service capabilities, AI-driven support, and other digital interventions. Drive adoption of new tools and systems to improve agent productivity and customer satisfaction.

• Stakeholder Management

Collaborate closely with cross-functional stakeholders including product, marketing, finance, and supply to resolve customer pain points and unlock business value. Represent the customer care function in leadership reviews and strategic forums.

Desired Qualifications & Skills:

• 13–15 years of progressive experience in customer experience or customer service, with at least 5 years in a leadership role.
• Preferably from an OTA, e-commerce, hospitality background with experience managing high-scale, complex operations.
• Strong business acumen with a deep understanding of P&L drivers and cost optimization levers in a customer care setup.
• Demonstrated expertise in driving digital transformation, automation, and technology adoption in customer service.
• Excellent analytical and problem-solving skills; ability to translate data into strategy and action.
• Outstanding communication, stakeholder management, and influencing skills.
• Passion for customer advocacy and a strong track record of building customer-centric cultures.