Head - CX Operations - Commerce Platform

About the client

Client is building a new-age commerce platform focused on premium groceries, gourmet food, wellness, and lifestyle products for the Indian consumer.

We're still in the 0- 1 stage - which means the Customer Experience function here is not just about handling support operations. It's about building the entire experience philosophy from the ground up - across customer conversations, escalation management, retention, service design, and trust-building.

This is an opportunity to shape how customers experience the firm at every touchpoint - from order journeys and issue resolution to premium service standards and long-term loyalty. You'll work closely with operations, product, category, supply chain, and the founding team to build a CX engine that reflects the quality, warmth, and sophistication the brand stands for.

The Role

We're looking to hire a CX Operations Leader who will build and scale the customer experience function from the ground up while balancing operational excellence with customer empathy.

This is a high ownership leadership role that sits at the intersection of customer experience, operations, process design, quality, automation, and team building.

What you'll do

• Lead and scale the CX Operations function across voice, chat, email, and escalations
• Build strong operational processes, SLAs, governance mechanisms, and quality frameworks
• Design scalable systems for ticketing, workforce planning, staffing, productivity, and performance management
• Drive customer-first thinking across the organization while balancing business priorities and operational efficiency
• Build and mentor CX managers, team leads, quality, training, and process teams
• Work closely with product, supply chain, category, and tech teams to identify recurring customer pain points and drive long-term fixes
• Own customer escalation management and ensure strong resolution mechanisms are in place
• Set up dashboards, reporting structures, and operational reviews around key CX metrics including CSAT, response time, resolution time, productivity, QA, and retention
• Improve customer journeys through process improvements, automation, and workflow redesign
• Build a culture of accountability, ownership, empathy, and continuous improvement within the CX organization
• Help shape the future org structure, operating philosophy, and customer support playbook as the company scales

What we're looking for

• 8- 12 years of experience in Customer Experience / CX Operations / Customer Support leadership roles
• Prior experience scaling CX teams in e-commerce, quick commerce, consumer internet, retail, or high-growth startups
• Strong understanding of support operations, workforce management, QA, training, and process excellence
• Ability to operate in ambiguity and build systems from 0- 1
• Strong people leadership skills with experience managing large frontline teams
• Data-driven mindset with strong operational rigor
• Someone who deeply cares about both customer experience and employee experience
• High ownership, strong communication, and the ability to influence cross-functional teams

Why join us

• Opportunity to build and shape the CX organization from an early stage
• High ownership and direct visibility with leadership
• Work on solving customer experience at scale in a fast-evolving category
• Be part of a company building a differentiated consumer brand with strong long-term ambition