Senior Customer Operations Manager

Job Title: Senior Manager, Contact Center Operations – Customer Service

Location: Gurgaon, India

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a Senior Manager, Contact Center Operations – Customer Service who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

As Senior Manager – Customer Service (Frontline Operations), you will lead the end-to-end management of our frontline customer service operations across multiple channels — voice, chat, email, and social. You will be responsible for ensuring best-in-class service delivery, operational excellence, and customer satisfaction. This role calls for a customer-obsessed leader who can balance service quality, speed, and efficiency while inspiring large teams in a fast-paced e-commerce and quick-commerce environment.

Key Responsibilities:

1. Operational Excellence

2. Lead daily operations for frontline CS teams (in-house and outsourced) to deliver exceptional customer experiences across Voice, chat, email and Social channels.

3. Ensure SLAs like CSAT, FCR, AHT, contact rate reduction, abandon rate and quality metrics are consistently met across all languages and channels.
4. Manage capacity planning, real-time performance, and workload distribution.
5. Oversee escalated cases and ensure timely call-backs and resolutions to high-impact customer issues.
6. Drive digital self-service adoption (IVR, FAQ bots, app flows) to reduce contact rate and improve first-contact resolution.
7. Conduct root cause analysis on service failures, escalations, and SLA breaches.
8. Provide assistance/guidance to team leads to ensure agreed service level targets are consistently achieved in a cost-effective manner.

9. Work with Manager, TLs to ensure agents meet and exceed monthly and quarterly goals by effectively working with coaches and trainers to improve any training gaps.

10. Customer Experience & Process Improvement

11. Identify and eliminate root causes of customer pain points through data-driven insights.

12. Collaborate cross-functionally with Tech, Product, Logistics, and Seller Ops to enhance the end-to-end customer journey.
13. Champion "Voice of Customer" initiatives and drive continuous improvements in experience design and service policies.

14. Partner with the product and tech teams to roll out automation, AI tools, and self-service solutions.

15. Vendor & Partner Management

16. Manage relationships and performance of outsourced contact center partners across GCC markets.

17. Conduct regular business reviews, calibrations, and audits to ensure consistent service quality and compliance.

18. Ensure alignment with brand tone, service principles, and customer promise.

19. Governance & Reporting

20. Own daily/weekly/monthly operational dashboards and deep-dive analyses on service KPIs.

21. Report key insights, trends, and improvement plans to senior leadership.

22. Ensure adherence to data privacy, compliance, and quality control standards across all CS hubs.

23. People Leadership

24. Lead, coach, and mentor Team Managers and Supervisors to build a high-performing and motivated frontline team.

25. Drive engagement, ownership, and accountability at every level of the organization.

Qualifications & Experience:

• Bachelor's degree required; MBA or equivalent preferred.
• 8+ years of customer service operations experience, with at least 3 years in a senior managerial role leading large-scale frontline teams.
• Proven track record in scaling multi-site or multi-country customer service operations.
• Experience managing multi-country operations and bilingual support environments.
• Proficiency with CRM systems (e.g., Zoho) and performance analytics tools.
• Strong analytical, problem-solving, and stakeholder management skills.
• Exposure to Omnichannel CX strategy — integrating chat, app, WhatsApp, and social media support.

Key Competencies:

• Customer-obsessed with a deep understanding of consumer behavior.
• Data-driven decision-maker with operational and strategic balance.
• Strong leadership, communication, and influencing skills.
• Resilient, agile, and able to thrive in a fast-moving, high-growth environment.
• Ability to collaborate cross-functionally and drive scalable process improvements.