Job Description

About the Role

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We are looking for a strategic operations leader to build and scale Paytm's merchant service and device support ecosystem across Soundbox, POS/EDC, and allied merchant devices.

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This role sits at the intersection of customer experience, service operations, AI-led support transformation, and large-scale field operations. The mandate is to build scalable, technology-driven service models that improve merchant experience, reduce device downtime, and drive operational excellence across millions of merchants nationwide.

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Ideal for candidates from top consulting firms, consumer tech, telecom, fintech, ecommerce, or premier B-schools with strong experience in customer operations, transformation, and service strategy.

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Key Responsibilities

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- Drive strategy and transformation for merchant service operations across support channels, field servicing, and device lifecycle support.
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- Build scalable operating models for ticket resolution, field service deployment, outbound support, and merchant experience management.
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- Lead AI-led service transformation initiatives including automation, intelligent routing, predictive troubleshooting, and self-service ecosystems.
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- Improve key business metrics including resolution turnaround, merchant satisfaction, device uptime,



and operational efficiency.
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- Partner cross-functionally with product, engineering, business, analytics, and supply chain teams to solve large-scale operational and customer experience challenges.
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- Manage strategic relationships with BPOs, service partners, and field operations vendors.
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Ideal Candidate

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- 10+ years of experience across customer operations, service strategy, field operations, consulting, telecom, fintech, ecommerce, or consumer technology.
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- Strong problem-solving, operational excellence, and stakeholder management capabilities.
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- Experience managing large-scale distributed operations or customer transformation programs preferred.
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- Exposure to AI-enabled support ecosystems, automation, or tech-led service operations is a strong advantage.
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- MBA from a premier B-school preferred.
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Why This Role

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- Chance to build one of India's largest tech-enabled merchant service ecosystems.
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- High-impact leadership role driving customer experience and operational transformation at scale.
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- Blend of strategy, analytics, automation, and operational leadership.
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- Fast-paced environment with significant ownership, visibility, and growth opportunities.
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📌 AVP - CRM and Service Delivery (Noida)
🏢 Paytm
📍 Noida