Lead Customer Happiness Operations Location Gurugram Job Overview The Lead Customer Happiness Operations is responsible for managing and improving day-to-day customer service operations The role focuses on ensuring smooth customer interactions driving service quality managing the customer service team and implementing strategies to enhance overall customer satisfaction Key Responsibilities 1 Customer Operations Management Ensure timely and accurate resolution of customer queries and complaints Develop and maintain efficient customer service processes Monitor operational metrics to identify gaps and improvement opportunities Ensure compliance with company policies and industry regulations Conduct regular process audits and maintain quality standards 2 Customer Experience Enhancement Use data and analytics to track customer trends and behaviour Identify areas where customer experience can be improved Provide insights and recommendations to support strategic decisions Work with cross-functional teams to address customer needs proactively 3 Team Leadership Lead and supervise customer service team members Conduct team meetings provide guidance and support team development Implement training programs to enhance skills and service quality Foster a positive and collaborative work environment Skills Required Solid problem-solving ability Strategic thinking Excellent interpersonal and communication skills Planning and coordination skills Customer-first mindset Stakeholder management Team leadership and coaching skills Education Experience Education Bachelor s or Master s degree preferably in Business Hospitality or related fields Experience 6 8 years of experience in customer service management Experience in the airline industry preferred Knowledge of customer service regulations and industry standards Key Performance Indicators KPIs Customer Satisfaction CSAT First Contact Resolution FCR Quality Assurance scores Operational efficiency Escalation rate Note Aviation Indeed does not charge any fees for interviews or recruitment from candidates Report any fraudulent incident to info aviationindeed com