Senior Operations Director

12 hours ago

Mount Abu, Rajasthan, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 3,00,00,000
Key Program Manager Position

Location: Mount Abu

We're focused on building an ecosystem of digital products and services that power everyday life across the region. Our mission is to deliver quality results every day.

Our vision is to redefine what technology can do in this region, and we're looking for a Key Program Manager who can help us achieve our goals.

This role will focus on leading key initiatives, managing high-priority customer escalations, and shaping the customer support roadmap to improve both customer and agent experience.

The right person will manage a large customer service operations team, ensuring smooth handling of complex issues that go beyond frontline support. They will drive customer satisfaction, reduce churn, and build long-term improvements in customer support processes.

This is a strategic leadership position that requires close collaboration with cross-functional teams and regular engagement with senior leadership.

Responsibilities:

  • Manage escalation teams and ensure effective practices for handling customer grievances and SLA compliance.
  • Build a proactive escalation framework through root cause analysis, corrective actions, and preventive process changes.
  • Analyze escalation trends, customer feedback, support metrics to identify root causes and deploy best practices.
  • Drive execution against key performance metrics including First Call Resolution (FCR), Customer Satisfaction (CSAT), Average Handling Time (AHT), Quality, Productivity.
  • Lead regular performance reviews 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.

Required Skills and Qualifications:

  • 12+ years of experience in Customer Service/Operations/Program Management, including 4–5 years in senior leadership.
  • Proven ability to lead and manage large CS operations teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture.
  • Strategic thinking, problem-solving & execution ownership, with a strong track record in defining and executing CS technology roadmaps.
  • Strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills.

Benefits:

This is a dynamic environment where you'll have the opportunity to work with a talented team, driving major missions forward.

Our ideal candidate has a customer-first mindset, high standards, and a deep bias for action.

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