CX (Customer Experience) Sr Operations Manager

7 days ago

Chennai, Tamil Nadu, India iOPEX Technologies Full time US$ 90,000 - US$ 1,20,000 per year

At iOPEX, we don't just deliver services—we engineer transformation. As a global leader in digital operations and AI-powered CX, we partner with some of the world's most innovative brands to elevate customer journeys, drive operational excellence, and unlock scalable growth.

We're seeking a
Senior Operations Manager
to lead CX delivery for strategic accounts at our Chennai center. This role demands a visionary leader who blends operational rigor with people-first leadership. You'll be responsible for driving performance, client satisfaction, and transformation initiatives across high-impact teams.

  • Operational Leadership
    : Own end-to-end delivery for CX programs, ensuring SLA adherence, quality, and efficiency.
  • Client Engagement
    : Act as a strategic partner to clients, driving business reviews, insights, and continuous improvement.
  • Team Management
    : Lead and mentor operations managers, team leads, and support functions to build a high-performing, accountable culture.
  • Transformation & Innovation
    : Champion automation, AI adoption, and process reengineering to future-proof CX delivery.
  • Governance & Escalation
    : Drive structured governance, proactive risk mitigation, and timely resolution of client escalations.
  • Recognition & Retention
    : Embed a culture of appreciation, career growth, and employee wellbeing.

What We're Looking For

  • Proven experience (10+ years) in BPO/CX operations, with at least 3 years in a senior leadership role.
  • Strong client-facing skills and a track record of managing global stakeholders.
  • Expertise in workforce planning, performance management, and operational governance.
  • Passion for people development, recognition, and culture-building.
  • Exposure to AI/automation in CX is a strong plus.
  • Excellent communication, analytical, and strategic thinking skills.

What You'll Gain

  • A platform to lead transformation at scale.
  • Direct impact on global CX strategy and delivery.
  • A culture that values ownership, innovation, and recognition.
  • Opportunities for career growth across global locations.

Ready to Lead the Change?

Work Location : Ambit IT park Onsite

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