Head - Customer Experience - BPO Segment

3 weeks ago

Gurgaon, Haryana, India AIonOS Full time

About the Role:

The Head of CX overall will lead client acquisition, strengthen existing partnerships, secure new logos, and expand revenue opportunities while driving excellence in delivery, innovation, and optimization.

This role involves close collaboration with the Chief Revenue Officer (CRO) to unlock new business avenues.

The incumbent will primarily focus on markets across the US, Europe, Middle East, APAC, and Customer Experience Strategy & Leadership.

- P&L Management.

- Operational Optimization.

- SLA Management & Performance Metrics.

- Handling Large Distributed Operations.

- Growth & Innovation.

- Industry Expertise (TTLH Industries) is an advantage but not necessary.

- Crisis Management & Customer Advocacy.

- Technology & Tooling.

- Employee Experience & A bachelor's degree in business, marketing, or a related field; an MBA or advanced degree is preferred.

- In a 24x7 environment, we are ready to match the working hours and meet the needs of the business.

- Experience in handling large, distributed teams and operations across multiple geographies.

- 18+ years of experience in customer experience, operations, or related roles, with at least 8 years in a leadership position.

- Proven record of managing P&L, driving growth, and optimizing operations in a fast-paced, technology-driven environment.

Required Skills:

- Strong leadership and teambuilding skills, with the ability to inspire and motivate diverse teams.

- Exceptional analytical and problem-solving abilities, with a data-driven approach to decision-making.

- Excellent communication and people skills, with the ability to build strong relationships with customers and internal stakeholders.

- Deep understanding of AI, data analytics, and technology trends in customer experience.

- Proven ability to manage multiple priorities and deliver results in a dynamic, fast-paced environment.

- Familiarity with customer journey mapping, design thinking, and agile methodologies.

Preferred Skills:

- Industry-specific products are the perfect combination of deep industry knowledge and disruptive AI technologies.

- Equal Opportunity Statement.

- AIonOS is an equal-opportunity employer.

- We celebrate diversity and are committed to creating an inclusive environment for all employees

(ref:iimjobs.com)

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