Senior Manager - Operations

Department:

Location:

Reports To:

Job Type:

To apply, Call HR Parvez Alam at 9810332844

Who we are

Here, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team & we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experience as we connect the world to what's next.

This isn't a place to get just a job. Here, you get a career for life. It is a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.

Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.

Our Values

We take pride in being a people-first company, where our employees feel safe, valued, and respected. Our culture values empower us to deliver great results.

Role Overview:

Gurgaon Customer Experience site

Key Responsibilities:

• Lead and manage the Gurgaon

  Customer Experience site

  across voice, chat, email, and digital channels; ensure seamless and consistent service delivery at scale.
• Inspire, coach, and develop

  Customer Experience Managers, Team Leaders, and Associates

  to foster a high-performance and highly engaged site culture.
• Drive execution against key

  CE performance metrics

  including FCR, CSAT, NPS, AHT, Quality, and Productivity, in alignment with MEISA goals.
• Continuously monitor customer feedback and operational data to identify trends and drive targeted improvements.
• Lead cross-functional collaboration with

  Product, Sales, Operations, Technology

  , and other key partners to improve the end-to-end customer journey

• Lead regular site performance reviews and present progress updates to senior leadership across MEISA and Global.

Required Qualifications:

• Bachelors degree required;

  MBA preferred.

• 1215 years of progressive leadership experience in

  Customer Experience / Service Delivery

  roles, preferably within a global MNC or regulated industry.
• Proven track record of leading large-scale, high-volume

  Customer Experience sites or hubs

  .
• Strong understanding of

  Customer Experience frameworks and metrics

  (FCR, NPS, CSAT, Quality, Productivity).
• Demonstrated experience in managing cross-channel support operations voice, chat, email, digital.

Preferred Attributes:

• Experience working in

  multi-region

  or

  multi-lingual

  Customer Experience environments.
• Exposure to

  high-growth markets

  and dynamic operating environments.
• Experience driving and embedding

  Customer Experience programs

  (Voice of Customer, NPS programs, Quality frameworks).
• Strong analytical mindset with the ability to translate data into actionable insights.
• Passionate about

  building and scaling great teams

  and driving exceptional customer outcomes.