Job Description

Job Title:

Sr. Team Leader, Operations

Job Description

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:
- Draft and send personalized developer communications - not canned responses - reflecting each developer's compliance history, app type, and ecosystem context.
- Ensure pre-defined quality key performance indicators (KPIs) and SLA are met.
- Review output and quality of AI agent Tier 1 work (sending reminders, answering low complexity questions, providing education) and focus SME attention on Tier 2 work (human touch support for developers, debugging, and troubleshooting of more complex issues).
- Monitor the full assessment lifecycle for assigned BoB accounts: proactively identify upcoming deadlines, ensure developers are notified and prepared,



and provide cyclical support through to resolution.
- Interpret reviewer feedback and provide explicit, actionable guidance to developers escalate unclear or inconsistent feedback and follow through to resolution.
- Maintain accurate compliance records in the Outreach Tracker and other designated tools, monitoring outreach dates, submission status, RFI and violation details, and key partner contacts.
- Guide developers in navigating developer-facing tools, dashboards, and devkits, including helping them locate privacy requirements, understand submission workflows, request extensions, and report bugs on their behalf.
- Conduct 1:1 Zoom calls with developers at the discretion of the overseeing FTE, covering program introductions, check-ins during active assessment cycles, and guidance on complex compliance situations.
- Escalate cases that exceed scope with a clear summary of the issue, steps taken, and relevant d

📌 Sr. Team Leader, Operations (Gurugram)
🏢 Concentrix
📍 Gurugram