Director - Customer Service

3 days ago

Mumbai, Maharashtra, India The Bridge Associates Full time

We are seeking a dynamic and visionary leader to head our clients Customer Service organization. The role will oversee a large in-house team of over 300 professionals across service, installation, training, and quality.

About the Role

The incumbent will be responsible for building world-class customer experiences, shaping workflows end-to-end, and driving a customer-first culture across the organization. This role requires a leader who thinks brand-first, collaborates with multiple stakeholders, and can create a long-term impact by driving excellence in service delivery, customer satisfaction, and process transformation.

Responsibilities

Leadership & Strategy:

  • Lead and manage a 300-member customer service organization with direct oversight of service, installation, quality, and training functions.
  • Develop a long-term strategy (4-5 years) to deliver best-in-class customer service aligned with brand vision.
  • Build a high-performance culture that motivates teams and drives accountability.

Customer Experience & Service Excellence:

  • Design and optimize complete customer service workflows, ensuring seamless service and installation experiences.
  • Set and monitor key customer experience metrics (NPS, CSAT, First Contact Resolution, etc.).
  • Drive continuous improvement in service quality, leveraging training and quality teams effectively.

Stakeholder Management:

  • Work closely with leadership, operations, technology, and brand teams to ensure customer service is a true brand differentiator.
  • Collaborate with cross-functional teams to identify gaps and implement process improvements.

Brand Advocacy:

  • Ensure customer interactions reflect brand values and contribute positively to reputation.
  • Champion a customer-first mindset across the organization.

Qualifications

  • 15-20 years of experience in customer service leadership, preferably with large in-house teams.
  • Strong exposure to service-centric industries like hospitality, financial services or consumer businesses with high-touch customer engagement.
  • Proven track record in building and scaling customer service functions.
  • Strategic thinker with operational excellence and the ability to translate vision into execution.
  • Strong leadership presence, with the ability to inspire and manage large teams.
  • Excellent communication and stakeholder management skills.

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