Operational Excellence Lead for Global Support

1 day ago


Bengaluru, Karnataka, India Aptly Tech Full time

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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