Operations Director

7 days ago

Bengaluru, Karnataka, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Operational Excellence Leader

 

Job Overview:

  • Drive end-to-end operational excellence across tech support and customer service, ensuring seamless alignment with strategic business objectives.
  • Develop and implement service level management strategies to meet or exceed defined SLA targets, fostering a culture of exceptional customer satisfaction.
  • Lead initiatives to enhance CSAT, FCR, AHT, and other critical support metrics, leveraging data-driven insights to inform decision-making.
  • Collaborate with cross-functional teams (Product, Engineering, QA) to provide actionable feedback from customer interactions, driving product/service improvements that maximize customer value.
  • Utilize data analytics and visual dashboards to track performance, identify trends, and develop targeted action plans to address gaps or inefficiencies.
  • Empower a high-performing team of leaders and support agents through coaching, mentorship, and growth opportunities, promoting a culture of continuous learning and improvement.
  • Partner with WFM and Quality Assurance teams to ensure resource optimization, forecasting, and process adherence, aligning with strategic business goals.
  • Design and implement comprehensive onboarding programs and continuous training initiatives to ensure consistent service quality and technical competence among team members.
  • Establish and maintain effective relationships with external support vendors or BPOs (if applicable), ensuring they meet performance, compliance, and quality standards.

 

Required Skills & Qualifications:

  • Bachelor's degree in Business, Technology, or a related field (MBA or equivalent preferred).
  • 8+ years of experience in customer service or technical support operations, with 3+ years in a leadership role.
  • Strong understanding of SLA management, CSAT measurement, and customer lifecycle strategies.
  • Proven expertise in CRM/helpdesk platforms (e.g., Zendesk, Salesforce, Freshdesk) and support analytics tools.
  • Excellent leadership, communication, and stakeholder management skills.
  • Analytical mindset with experience in building reports, dashboards, and operational scorecards.
  • Strategic thinking, problem-solving, and adaptability in fast-paced environments.

 

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