Digital Transformation Lead

1 week ago

Jamnagar, Gujarat, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Opportunity:
We are building a digital products and services ecosystem that powers everyday life across the Middle East—fast, scalable, and deeply customer-centric.

Our mission is to deliver to every door every day, with a focus on providing exceptional customer experiences.

Key Responsibilities:

  • Lead and mentor large distributed teams, guiding them on effective practices for handling customer grievances and ensuring service level agreements compliance;
  • Analyze escalation trends, customer feedback, support metrics to identify root causes, and deploy best practices to improve response time;
  • Drive execution against key performance indicators including first call resolution, customer satisfaction, average handle time, quality, productivity; enhance service level agreements and maintain audit/compliance readiness;
  • Partner with Product and Technology teams to design and execute the Customer Service technology roadmap across the value chain;
  • Implement data-driven improvements to elevate service quality;

Requirements:

  • 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment, including 4–5 years in senior leadership;
  • Strong problem-solving, analytical, people development capability, and stakeholder management skills;
  • Hands-on experience with CRM platforms, automation tools, and knowledge bases;
  • 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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