Job Summary

Manager Jobs in Navi Mumbai | Customer Success Operations Manager - Hair Wellness Customer Success Operations - Mumbai

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 chance.

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,

📌 Manager (Mumbai)
🏢 Fusion CX
📍 Mumbai