Senior Operations Manager – Customer Experience

23 hours ago


Jodhpur, Rajasthan, India beBeeConsumer Full time ₹ 75,00,000 - ₹ 1,50,00,000
Customer Service Operations Specialist

As a Customer Service Operations Specialist, you will ensure a premium customer service experience across eCom and retail channels. You will manage vendor operations, drive key performance indicators (KPIs), and support efficiency, quality, and membership-first initiatives.

  • 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)
Requirements
  • 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
What We Offer
  • Results-driven work environment
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)


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