Director - Customer Delight

Job description

**Director - Customer Delight** We're looking for a strategic leader to head our **Customer Experience** function and build a world-class support organization that delivers exceptional customer outcomes while driving operational excellence. **Responsibilities, aka, what we’d like you to deliver :** - Define and execute the overall CX strategy to enhance customer satisfaction, service levels, and operational efficiency - Own workforce planning and capacity management to ensure optimal staffing and seamless service delivery - Build and strengthen governance frameworks, operational policies, SOPs, and quality standards - Lead and scale our Agents, Workforce Planning, Governance & SOP, and Operational Risk Management (ORM) teams - Partner closely with Product, Operations, Supply Chain, and Business teams to solve complex operational challenges and elevate the customer journey - Influence business decisions by working with senior stakeholders, providing strategic insights, and driving cross-functional initiatives **Key Skills and Qualifications:** - Background in top-tier consulting firms (MBB) or a degree from a Tier 1 engineering institute or premier business school is preferred. - Demonstrated ability to engage, influence, and communicate effectively with senior leadership, including CXO-level stakeholders. - Experience in CX Strategy / Operations with 5+ years in a leadership role - Strong understanding of contact center operations, workforce management, quality assurance, governance, and operational excellence frameworks If you're passionate about leading high-performing teams, building scalable processes, and shaping the future of customer experience in a fast-paced environment, we'd love to hear from you.