Senior Business Operations Director

4 days ago

Kottayam, Kerala, India beBeeCustomer Full time ₹ 1,73,00,000 - ₹ 2,42,30,000

We are looking for a results-driven leader to join our team as a Senior Program Manager.

About the Role

This is a leadership position that requires close collaboration with cross-functional teams and regular engagement with senior leadership, thriving in a fast-paced, dynamic e-commerce environment.

You will lead key initiatives in a fast-growing e-commerce environment, strengthening leadership within the CS team, managing high-priority customer escalations, and shaping the CS technology roadmap to improve both customer and agent experience.

The role includes managing a large CS operations team spread across multiple locations, ensuring smooth handling of complex issues that go beyond frontline support. You will focus on driving customer satisfaction, reducing churn, and building long-term improvements in customer support processes.

Main Responsibilities
  • Lead and mentor the escalation team, guiding them on effective practices for handling customer grievances and ensuring Service Level Agreement (SLA) compliance; act as the final point of contact for critical issues.
  • Build a proactive escalation framework through root cause analysis, corrective actions, and preventive process changes to minimize repeat escalations.
  • Analyze escalation trends, customer feedback, support metrics to identify root causes, and deploy best practices to improve response time.
  • Drive execution against key Customer Experience (CE) performance metrics including First Call Resolution (FCR), Customer Satisfaction (CSAT), Average Handling Time (AHT), Quality, Productivity; enhance SLAs and maintain audit/compliance readiness.
  • Lead regular performance reviews across sites and present progress updates to senior leadership.
  • Strengthen communication protocols to ensure escalations are handled with empathy, speed, and transparency.
  • Implement data-driven improvements to elevate service quality.
Requirements
  • Candidate should have 12+ years of experience in Customer Service/Operations/Program Management in an e-commerce environment, including 4–5 years in senior leadership.
  • Proven ability to lead and manage large, distributed CS operations teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture.
  • Strategic thinking, problem-solving & execution ownership. Proven ability to lead large, complex programs and deliver measurable outcomes.
  • Strong problem-solving, analytical, performing Root Cause Analysis (RCA), people development capability, and stakeholder management skills. Must have the ability to dive deep into multi-functional business processes.
  • Hands-on experience with CRM platforms, automation tools, and knowledge bases; strong track record in defining and executing CS technology roadmaps.
  • High adaptability, flexibility, and resilience in dynamic environments - proactive self-starter.
  • Operates with a founder's mindset, takes full ownership of challenges, and drives accountability and outcomes.

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