Ready to lead large-scale customer success operations that make a real difference in people s lives Fusion CX is hiring a Manager Hair Wellness Customer Success Operations to lead customer-facing operations supporting one of India s fastest-growing hair wellness brands. If you re looking for Manager jobs in Mumbai where you can drive customer satisfaction, operational excellence, and team performance while leading large, high-impact teams, this is your opportunity.

This role is ideal for experienced operations and customer success leaders who are passionate about people, performance, customer experience, and business growth.

About the Role

As a Manager Hair Wellness Customer Success Operations, you will lead a large team of telecalling and chat agents while driving customer satisfaction, operational excellence, workforce planning, and continuous improvement. You will work closely with cross-functional teams to improve customer experience, optimize processes, and build a high-performance culture that delivers measurable business results.

Key Responsibilities

Team Leadership & Operations

- Lead a large (100+) team of telecalling/chat agents.
- Lead and completely own day-to-day operations.
- Lead manpower planning, hiring, training, and culture development.
- Build a positive, motivational culture and drive business outcomes.
- Ensure proper training and development of all agents.

Performance Management

- Define, monitor, and improve key KPIs for the entire team, including:
- Number of calls
- Talk time
- Customer Satisfaction (CSAT)
- Quality of interaction
- Retention percentage

- Interpret and analyze performance data to identify opportunities for improving CSAT, productivity, and quality.
- Conduct performance evaluations based on KPIs and provide regular feedback and appraisals.

Process Improvement

- Identify people, process, and technology initiatives to improve agent KPIs.
- Develop and implement strategies to enhance team performance, motivation, and overall productivity.




- Draft and implement policies, including attendance, KPIs, incentives, and performance improvement policies.

Stakeholder Management

- Work with cross-functional teams, including technology and content teams, to drive technology initiatives and support business-as-usual operations.
- Manage stakeholders across the organization and help resolve operational and technology-related issues.

Workforce Planning

- Lead manpower planning activities.
- Define roles and responsibilities for new hires.
- Participate in interviews and candidate assessments.

Job Requirements:

Education

- Bachelor s degree in Engineering, Business, Marketing, Computer Science, or a related field.

Experience

- 4 5 years of experience in Customer Success Management.
- Experience leading large customer support, telecalling, chat support, sales operations, or customer success teams.
- Hands-on experience managing large sales or operations teams (100+ members).
- Previous experience leading telecalling teams is an added advantage.

Skills & Competencies

- Strong customer support orientation with a consultative approach to customer interactions.
- Customer Satisfaction (CSAT) driven mindset.
- Strong ownership with an outcome-first approach.
- Excellent leadership and people management skills.
- Strong analytical and decision-making abilities.
- In-depth knowledge of operational performance metrics and KPIs.
- Advanced Microsoft Excel skills for analyzing large data sets.
- Proven ability to work independently and meet deadlines.
- Positive attitude with a solid willingness to learn.

Technical Skills

- Advanced Microsoft Excel.
- Experience with CRM platforms such as Salesforce and Gainsight.

Work Details

- Location: Mumbai, India
- Work Mode: Work From Office (WFO)
- Immediate Joiners Preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager (Mumbai)
🏢 Fusion CX
📍 Mumbai