India TAC Customer Experience and Operations Manager

Job Description

Why Join Us

• Collaborating with other senior management to formulate strategy
• Quality Control
• Process design and implementation
• Customer Satisfaction
• Ensuring regulatory compliance
• Overseeing implementation of process and operational efficiency

• The Head of Operations and control to oversee daily activities across functions such as Training, Communication, Internal IT, HR and Customer Interaction and satisfaction.
• Head of Operations responsibilities include designing policies, overseeing customer service and implementing technology solutions. You will be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business.
• Ultimately, youll ensure our operations run smoothly and that people are productive.

• Supporting Strategic Priorities
• Helps the department head focus on strategic goals by assisting in creating and executing long-term plans and ensuring alignment with the overall organizational objectives.
• They may be involved in setting priorities for the department and helping track progress toward those goals.
• Operational Management
• They help ensure that the departments operations run smoothly by identifying areas for improvement, optimizing processes, and facilitating coordination between teams or functions within the department.
• Day-to-day operations to ensure everything is running efficiently, which can free up the department head to focus on broader leadership responsibilities.
• Critical escalation management and front ending internally and externally with all stake holders and reporting to Execs
• Communication and Liaison
• Acting as the key liaison between the department head and other teams, often serves as a communication conduit, relaying important information, managing meetings, and sometimes representing the department head in meetings or discussions.
• Act as a filter, ensuring that the department head only deals with critical issues while less urgent matters are managed by the other staff.
• Project and Initiative Oversight
• Responsible for managing specific projects or initiatives within the department, ensuring they stay on track, meet deadlines, and align with department goals.
• They would track key performance indicators (KPIs) or other metrics to monitor the success of these initiatives.
• Decision Support
• By providing research, data, analysis, or recommendations, the CoS helps the department head make informed decisions.
• This could involve preparing reports, presenting options, or summarizing important issues in a digestible way.
• Design policies that align with overall strategy
• Implement efficient processes and standards
• Coordinate customer service operations and find ways to ensure customer retention, Satisfaction and high level of service.
• Ensure compliance with local and international laws (e.g. data protection)
• Oversee the implementation of technology solutions throughout the organization
• External - Manage relations with customers, vendors, partners and other stakeholders
• Internal - Manage relations with Sales, CSM, R@D, PS and other stakeholders
• Evaluate risk and lead quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits
• Mentor and motivate teams to achieve productivity and engagement
• Report on operational performance and suggest improvements

• Proven experience as leading and managing large scale Operations
• Familiarity with all business functions including HR, finance, supply chain and IT
• Experience with implementing IT systems
• Knowledge of data analytics and reporting
• Outstanding communication and negotiation skills
• Excellent organizational and leadership ability
• Analytical mind
• Problem-solving aptitude