Digital Transformation Leader

2 days ago

Jodhpur, Rajasthan, India beBeeCustomerService Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Summary:

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We are seeking a seasoned professional to lead our Customer Service transformation initiatives. As a Senior Program Manager, you will be responsible for driving key programs across efficiency, automation, and customer experience improvement.

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

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  • Critical Issues Management: Lead and mentor the escalation team in handling customer grievances, ensuring SLA compliance as the final point of contact for critical issues.
  • Strategic Program Development: Drive CS transformation initiatives and oversee key programs to improve customer experience and operational efficiency.
  • Tech Roadmap Partnership: Collaborate with Product and Tech teams to design and execute the Customer Service technology roadmap across the value chain.
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The ideal candidate possesses 12+ years of experience in Customer Service/Operations/Program Management, including 4–5 years in senior leadership roles. They must have a proven track record of leading large, distributed CS operations teams across geographies, delivering high-quality results while fostering a customer-first culture.

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Key Requirements:

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  • Proven leadership and management skills in Customer Service/Operations/Program Management.
  • Experience in leading large, distributed CS operations teams across geographies.
  • Ability to drive customer experience improvement through data-driven decision making.
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Benefits:

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This role offers a unique opportunity to make a significant impact on our customer service strategy and operations. If you are a seasoned professional looking for a new challenge, please apply.

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