Head of Customer Operations

Job Description

Location : Bengaluru, India Reports To: Chief Customer Officer (CCO) Experience: 12-15+ years in customer success, customer support, or customer operations in B2B SaaS or enterprise tech environments About Exotel Exotel is one of Asia s largest and most trusted customer engagement platforms. From voice to SMS, WhatsApp to AI-led contact center intelligence, we help businesses deliver seamless, secure, and scalable conversations with their customers. As we grow, our focus remains on customer centricity, operational excellence, and smart automation to power the next generation of experiences. Role Overview We are seeking a strategic and execution-oriented Head of Customer Operations to lead the next phase of operational excellence at Exotel. This role will be central to driving Voice of Customer (VoC) programs, building scalable processes, leveraging AI and automation, and delivering predictable outcomes across the customer journey. You will work cross-functionally with Product, Technology, Growth, Customer Success, Delivery, and Support teams to build a tightly connected operating rhythm and ensure customer impact is front and center across the organization. Key Responsibilities 1. Champion Customer Centricity & Voice of the Customer Institutionalize structured VoC programs (NPS, CSAT, churn signals, journey pain points) across internal and cross-functional teams. Implement and leverage AI-driven sentiment analysis and conversation intelligence to identify systemic issues and opportunities. Drive closed-loop feedback mechanisms in collaboration with Product and Tech. 2. Build and Streamline Scalable Processes Audit and optimize core workflows across onboarding, support, renewals, and lifecycle management. Drive workflow automation, knowledge management, and intelligent escalation frameworks to reduce manual load and ensure consistency. Ensure documentation, SOPs, and training materials are up-to-date and aligned with team needs. 3. Define and Operationalize Metrics Set up input/leading indicators such as Time to Value (TTV), FCR, CSAT, SLA adherence, and proactive health signals. Build live dashboards and executive summaries that offer predictive insights into operational performance. Institutionalize a rhythm of business reviews across teams to track metrics, align priorities, and course-correct rapidly. 4. Leverage AI, Tools & Systems Work with Technology and Product teams to embed AI capabilities into onboarding, support, customer health and lifecycle management processes and systems. Evaluate tooling for efficiency (e.g., Salesforce, analytics layers) and ensure alignment across functions. Drive adoption of AI copilots, self-serve analytics, and process bots to improve responsiveness and reduce human error. 5. Lead Cross-functional Alignment Partner with Growth and Customer Success to align operational capacity with business pipeline and strategic accounts. Drive initiatives that unify team efforts around customer needs, revenue impact, and service delivery. 6. Deliver Strategic Projects Own and drive projects end-to-end; from problem-statement to solution testing to scaling Partner with the Executive Team on customer-centric projects Actively takes an outside-in and external market view to steer projects What You Bring 10+ years experience with a blend of strategy, customer operations / experience / support; with strong exposure to B2B SaaS environments. Demonstrated ability to build processes and implement tools, while simultaneously scale processes and systems in high-growth settings. Familiarity with AI use cases in customer operations sentiment analysis, automation, predictive analytics. Strong data and program management skills, with experience in building operational dashboards and governance cadences. A strategic thinker who can zoom into details and zoom out to drive business impact. Why Exotel Be part of a mission-driven, customer-obsessed company trusted by the biggest names in business. Build future-ready operations at scale using a mix of tech, process excellence, and AI innovation. Collaborate with a passionate leadership team focused on long-term impact, continuous learning, and high ownership.