Operational Excellence Lead for Global Support
1 day ago
Aptly Tech is seeking an experienced Operations Manager - Customer Service Operations. This role provides a unique opportunity to drive operational excellence within a global support environment. The successful candidate will lead, mentor, and coach a team of technical support engineers, fostering a culture of continuous learning and development.
About the Role:
- Lead a high-performing team of technical support engineers in Bangalore or Hyderabad.
- Deliver exceptional customer service across various channels.
- Set and monitor team goals, KPIs, and SLAs to ensure efficient and effective support operations.
- Develop and implement best practices, policies, and procedures for support engineering.
- Oversee the support team's access to necessary tools, resources, and training.
- Analyze and report on support metrics, trends, and customer feedback.
- Foster strong relationships with internal stakeholders and external partners.
Requirements:
- Proven experience (5-8 years) as an Operations Manager or similar role within a software company.
- Strong leadership skills with the ability to motivate, coach, and mentor a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to thrive in a fast-paced, global environment and prioritize tasks effectively.
- A customer-centric mindset with a passion for delivering exceptional customer service.
What We Offer:
- An estimated salary range of ₹25-40 lakhs per annum, depending on experience.
- A dynamic work environment with opportunities for growth and professional development.
Location: Bangalore or Hyderabad
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