Work from Office
Full Time
Role Overview:
We are seeking a strong Manager/Senior Manager to lead large service operations teams, drive P&L outcomes, and improve customer experience. The role requires hands-on comfort with data, proven revenue and NPS ownership, and the ability to run high-scale calling-led customer operations.
Key Responsibilities
- Lead Large Teams: Manage and coach a 100+ member service operations team, ensuring consistent performance, quality, and productivity.
- Own the Vertical P&L: Drive revenue, manage costs, and ensure delivery of overall business targets through strong operational planning.
- Customer Experience Management: Oversee all customer-facing interactions (including calling setups), ensuring timely resolutions, high NPS, and strong referral outcomes.
- Data-Driven Operations: Use Excel/Google Sheets (formulas, pivots, dashboards) to track performance, analyze trends, and take corrective actions.
- Process & Initiative Leadership: Identify gaps, lead new initiatives/projects, and drive continuous improvement across operations and customer journeys.
Requirements
- 57 years of experience in service-led or customer-facing operations.
- Strong background in handling large teams (100+).
- Proven success in revenue driving, customer experience enhancement, NPS, and referrals.
- Solid command of Excel/Google Sheets and data analysis tools.
- Experience working in calling-based operations setups.
- Fluent in English, Hindi, and Kannada.
- Based in Bengaluru, preferably Sarjapur or nearby areas.
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