Paytm - Assistant Vice President - Merchant Experience Elevation - IIT/NIT/BITS/IIM/ISB/MDI/FMS

About the Role:
We are looking for a strong operations leader to head merchant device service operations for Paytm's Soundbox and EDC/POS ecosystem across India.
This role owns the end-to-end merchant service journey after device deployment including ticket management, customer issue resolution, field servicing operations, outbound support, and service experience transformation.
The individual will lead large-scale service operations spanning multiple channels, including merchant app support, IVR/toll-free channels, AI-led customer interactions, outbound calling teams, and field service networks. The role requires building scalable systems and processes that drive faster resolutions, improve merchant experience, and minimize device downtime.
The ideal candidate has deep expertise in customer operations, field service management, contact center operations, and large-scale operational execution in a fast-paced environment.
Key Responsibilities:
Merchant Service Operations:
- Own the end-to-end resolution lifecycle for device-related merchant complaints and service tickets.
- Manage ticket inflows originating from: Paytm for Business app, IVR/toll-free support channels, and merchant helpdesk systems.
- Ensure timely and effective resolution of merchant issues across all service channels.
Service Resolution & Field Operations:
- Build and manage scalable workflows for issue diagnosis, troubleshooting, and resolution.
- Drive resolution models across: AI-led outbound support interactions, human-assisted outbound calling teams, and on-ground field service teams.
- Optimize field technician deployment, routing, productivity, and turnaround times.
- Ensure high first-time resolution rates and low repeat-complaint ratios.
Device Service & Quality Management:
- Handle device-related issues, including: connectivity and transaction failures, audio/broadcasting failures, hardware degradation due to environmental conditions, power/battery-related issues, and merchant misuse or wear-and-tear scenarios.
- Partner with product, engineering, and supply chain teams to identify recurring device-quality trends and drive corrective actions.

Merchant Experience & Retention:
- Improve merchant satisfaction through faster, more proactive issue resolution.
- Design service journeys that reduce merchant effort and downtime.
- Build proactive communication frameworks to keep merchants informed during ticket resolution.
- Minimize escalations, churn risk, and device-related dissatisfaction.
AI & Automation Enablement:
- Drive adoption of AI-led service interventions, automated diagnostics, and smart ticket routing.
- Build operational models leveraging automation for: predictive troubleshooting, AI outbound calling, intelligent ticket prioritization, and self-service support journeys.
- Work closely with product and technology teams to enhance service automation capabilities.
Contact Center & Partner Management:
- Manage BPOs, outbound call centers, and service partners at scale.
- Define and monitor SLAs, quality metrics, and productivity benchmarks.
- Build governance mechanisms for partner performance reviews and service quality.
Analytics & Operational Excellence:
- Establish strong service operations dashboards and review cadences.
- Track key metrics, including: ticket resolution TAT, first-call/first-visit resolution rate, repeat complaint rate, merchant CSAT/NPS, device uptime, field productivity, and AI resolution effectiveness.
- Drive continuous process improvements and cost optimization initiatives.
Leadership:
- Build and lead high-performing service operations teams across central and field functions.
- Drive cross-functional collaboration across operations, business, product, engineering, supply chain, and customer support teams.
- Create a culture of accountability, responsiveness, operational rigor, and merchant-centricity.
Ideal Candidate Profile:
Experience:
- 10 - 15+ years of experience in customer operations, field service operations, contact center management, or service delivery roles.
- Experience managing large-scale, distributed service operations is essential.
- Prior exposure to fintech, telecom, consumer electronics, payments, e-commerce, mobility, or device ecosystems preferred.
- Strong understanding of both assisted and tech-enabled customer support models.
- Experience working with field service teams and outsourced partner ecosystems is highly desirable.
Skills & Competencies:
- Strong operational leadership and execution capabilities.
- Deep understanding of customer support operations and service workflows.
- Experience managing AI-enabled or automated service operations preferred.
- Excellent analytical, problem-solving, and stakeholder management skills.
- Ability to operate effectively in high-growth, high-volume environments.
- Strong people leadership and team management capabilities.
Education:
- Bachelor's degree from a Tier 1 institute required; MBA preferred (Tier 1).
Why This Role Matters:
This role is central to delivering a seamless merchant experience for Paytm's rapidly growing device ecosystem. The leader will directly influence merchant satisfaction, device uptime, operational efficiency, and long-term merchant retention by building one of the most scalable, tech-enabled service operations networks in the country.