Senior Customer Operations Manager

Job Title: Senior Manager, Contact Center Operations – Customer ServiceLocation: Gurgaon, IndiaAbout noonWe'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.