Vice President

14 hours ago

Gurugram Gurugram India MoreTasks Full time

Job Description Job Title: Vice President - Customer Success & Operations Employment Type: Full-time Experience required: 10+ years Working mode: In-office Location: Sector 53, Gurgaon Industry: BPO (International) Salary: Best in industry About the Role We are seeking a dynamic and experienced Vice President Customer Success & Operations to lead our client-facing teams within the BPO sector. The ideal candidate will have deep experience in managing large-scale BPO operations, a strong client engagement background, and excellent communication and presentation skills. Key Responsibilities - Lead and manage the Customer Success and Operations teams across multiple client accounts and projects. - Drive operational excellence, ensuring process adherence, SLA compliance, and consistent service quality. - Maintain strong relationships with key clients, acting as the senior point of contact and representing the company professionally. - Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction, retention, and account growth. - Develop and implement strategies to optimize operational efficiency, reduce costs, and improve service levels. - Monitor performance metrics, prepare reports, and provide actionable insights to the leadership team. - Mentor and develop high-performing teams, fostering a culture of accountability, customer focus, and continuous improvement. - Collaborate with internal stakeholders to address client needs and implement solutions. - Drive change management initiatives to streamline processes and enhance the client experience. Required Qualifications & Skills - 10+ years of experience in the BPO industry, with significant exposure to client-facing roles and operations management. - Proven experience managing large teams and handling multiple client accounts simultaneously. - Excellent communication, presentation, and interpersonal skills. - Highly presentable, confident, and able to represent the organization to senior client stakeholders. - Strong leadership and team-building capabilities. - Deep understanding of BPO operational processes, KPIs, and service delivery standards. - Analytical mindset with the ability to make data-driven decisions. - Experience in implementing process improvements and operational best practices. Preferred Skills - Experience with global clients or multi-location operations. - Knowledge of CRM, workforce management, or ticketing tools used in BPO operations. - Strategic planning and performance management expertise.

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