Senior Customer Experience Lead

3 days ago

Dombivli, Maharashtra, India beBeeCustomerService Full time ₹ 15,00,000 - ₹ 25,00,000

Job Description

We are seeking a seasoned professional to lead our Customer Service Operations team. As a Sr. Specialist, you will be responsible for ensuring a premium customer service experience across all channels in Emerging Markets.

You will manage BPO/vendor operations, drive key performance indicators (KPIs), and support efficiency, quality, and membership-first initiatives.

Key Responsibilities:

  • Ensure a premium CS experience across all channels in Emerging Markets
  • Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
  • Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors (monthly/quarterly/annual)
  • Optimize processes and implement rollouts/new functionalities across regions
  • Drive continuous improvement initiatives and hold vendors accountable
  • Support people management by guiding vendor team structures & workload efficiency

Requirements

To succeed in this role, you will need:

  • A Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

Benefits

This role offers:

  • Opportunities for growth and development
  • Collaborative and dynamic work environment
  • Competitive compensation package
  • Recognition and rewards for outstanding performance

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