Head - Client Success & Customer Operations

Title: Head - Client Success & Customer Operations

Employment Type: Full-time

Department: Customer Success & Operations

Experience required: 10+ years

Working mode: In-office (on-site)

Location: Sector 53, Gurgaon

Industry: BPO (International)

Salary: Best in industry

About the Role

• We are seeking a dynamic and experienced Head of Customer Success & Operations to lead
• our client-facing teams within the BPO sector. The ideal candidate will have deep experience
• in managing large-scale BPO operations, a strong client engagement background, and
• excellent communication and presentation skills.

Key Responsibilities

• ● Lead and manage the Customer Success and Operations teams across multiple client
• accounts and projects.
• ● Drive operational excellence, ensuring process adherence, SLA compliance, and
• consistent service quality.
• ● Maintain strong relationships with key clients, acting as the senior point of contact
• and representing the company professionally.
• ● Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction,
• retention, and account growth.
• ● Develop and implement strategies to optimize operational efficiency, reduce costs,
• and improve service levels.
• ● Monitor performance metrics, prepare reports, and provide actionable insights to
• the leadership team.
• ● Mentor and develop high-performing teams, fostering a culture of accountability,
• customer focus, and continuous improvement.
• ● Collaborate with internal stakeholders to address client needs and implement
• solutions.
• ● Drive change management initiatives to streamline processes and enhance the client
• experience.

Required Qualifications & Skills

• ● 10+ years of experience in the BPO industry, with significant exposure to client-facing
• roles and operations management.
• ● Proven experience managing large teams and handling multiple client accounts
• simultaneously.
• ● Excellent communication, presentation, and interpersonal skills.
• ● Highly presentable, confident, and able to represent the organization to senior client
• stakeholders.
• ● Strong leadership and team-building capabilities.
• ● Deep understanding of BPO operational processes, KPIs, and service delivery
• standards.
• ● Analytical mindset with the ability to make data-driven decisions.
• ● Experience in implementing process improvements and operational best practices.

Preferred Skills

• ● Experience with global clients or multi-location operations.
• ● Knowledge of CRM, workforce management, or ticketing tools used in BPO
• operations.
• ● Strategic planning and performance management expertise.