Senior Customer Operations Manager

Job Title: Senior Manager, Contact Center Operations – Customer Service Location: Gurgaon, India About noon We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Manager, Contact Center Operations – Customer Service who can help us move even faster. noon’s mission: Every door, every day. What you'll do: Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward. As Senior Manager – Customer Service (Frontline Operations), you will lead the end-to-end management of our frontline customer service operations across multiple channels — voice, chat, email, and social. You will be responsible for ensuring best-in-class service delivery, operational excellence, and customer satisfaction. This role calls for a customer-obsessed leader who can balance service quality, speed, and efficiency while inspiring large teams in a fast-paced e-commerce and quick-commerce environment. Key Responsibilities: 1. Operational Excellence - Lead daily operations for frontline CS teams (in-house and outsourced) to deliver exceptional customer experiences across Voice, chat, email and Social channels. - Ensure SLAs like CSAT, FCR, AHT, contact rate reduction, abandon rate and quality metrics are consistently met across all languages and channels. - Manage capacity planning, real-time performance, and workload distribution. - Oversee escalated cases and ensure timely call-backs and resolutions to high-impact customer issues. - Drive digital self-service adoption (IVR, FAQ bots, app flows) to reduce contact rate and improve first-contact resolution. - Conduct root cause analysis on service failures, escalations, and SLA breaches. - Provide assistance/guidance to team leads to ensure agreed service level targets are consistently achieved in a cost-effective manner. - Work with Manager, TLs to ensure agents meet and exceed monthly and quarterly goals by effectively working with coaches and trainers to improve any training gaps. 2. Customer Experience & Process Improvement - Identify and eliminate root causes of customer pain points through data-driven insights. - Collaborate cross-functionally with Tech, Product, Logistics, and Seller Ops to enhance the end-to-end customer journey. - Champion “Voice of Customer” initiatives and drive continuous improvements in experience design and service policies. - Partner with the product and tech teams to roll out automation, AI tools, and self-service solutions. 3. Vendor & Partner Management - Manage relationships and performance of outsourced contact center partners across GCC markets. - Conduct regular business reviews, calibrations, and audits to ensure consistent service quality and compliance. - Ensure alignment with brand tone, service principles, and customer promise. 4. Governance & Reporting - Own daily/weekly/monthly operational dashboards and deep-dive analyses on service KPIs. - Report key insights, trends, and improvement plans to senior leadership. - Ensure adherence to data privacy, compliance, and quality control standards across all CS hubs. 5. People Leadership - Lead, coach, and mentor Team Managers and Supervisors to build a high-performing and motivated frontline team. - Drive engagement, ownership, and accountability at every level of the organization. Qualifications & Experience: - Bachelor’s degree required; MBA or equivalent preferred. - 8+ years of customer service operations experience, with at least 3 years in a senior managerial role leading large-scale frontline teams. - Proven track record in scaling multi-site or multi-country customer service operations. - Experience managing multi-country operations and bilingual support environments. - Proficiency with CRM systems (e.g., Zoho) and performance analytics tools. - Strong analytical, problem-solving, and stakeholder management skills. - Exposure to Omnichannel CX strategy — integrating chat, app, WhatsApp, and social media support. Key Competencies: - Customer-obsessed with a deep understanding of consumer behavior. - Data-driven decision-maker with operational and strategic balance. - Strong leadership, communication, and influencing skills. - Resilient, agile, and able to thrive in a fast-moving, high-growth environment. - Ability to collaborate cross-functionally and drive scalable process improvements.