Head - Customer Experience

Experience Centre Head (Customer Experience)

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We are looking for an experienced and customer-focused leader to head large-scale Experience Centre operations. The ideal candidate should have strong expertise in managing inbound customer/seller experience operations, driving operational excellence, and building customer-first support strategies.

The role requires a hands-on leader with excellent analytical, stakeholder management, and team leadership capabilities who can drive process transformation and enhance overall customer experience metrics.

Key Responsibilities:

• Lead and manage large inbound Experience Centre operations
• Drive exceptional seller/customer experience across all touchpoints
• Identify, analyze, and resolve root-cause operational issues using data-driven insights
• Build and implement customer-first support and engagement strategies
• Collaborate with cross-functional teams to improve operational efficiency and service delivery
• Create a culture of ownership, empathy, accountability, and "Experience First" thinking
• Drive process improvement initiatives and optimize overall experience metrics
• Monitor operational KPIs, SLAs, CSAT, and productivity benchmarks
• Lead, mentor, and develop high-performing teams across operations
• Drive automation, innovation, and operational excellence initiatives

Desired Candidate Profile:

• Experience leading large inbound/customer experience operations
• Strong problem-solving, analytical, and decision-making capabilities
• Hands-on leader with strong execution and operational management skills
• Customer-obsessed mindset with excellent stakeholder management abilities
• Ability to challenge conventional support approaches and drive innovation
• Strong communication, people management, and leadership skills
• Experience working in fast-paced and high-growth environments preferred
• Exposure to seller experience, customer support transformation, or operations excellence initiatives is an added advantage