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



and operational efficiency. n Partner cross-functionally with product, engineering, business, analytics, and supply chain teams to solve large-scale operational and customer experience challenges. n Manage strategic relationships with BPOs, service partners, and field operations vendors. n n n Ideal Candidate n n 10+ years of experience across customer operations, service strategy, field operations, consulting, telecom, fintech, ecommerce, or consumer technology. n Strong problem-solving, operational excellence, and stakeholder management capabilities. n Experience managing large-scale distributed operations or customer transformation programs preferred. n Exposure to AI-enabled support ecosystems, automation, or tech-led service operations is a strong advantage. n MBA from a premier B-school preferred. n n n Why This Role n n Opportunity to build one of India’s largest tech-enabled merchant service ecosystems. n High-impact leadership role driving customer experience and operational transformation at scale. n Blend of strategy, analytics, automation, and operational leadership. n Quick-paced environment with significant ownership, visibility, and growth opportunities. n

📌 AVP - Customer Experience and Service Delivery (Kanpur)
🏢 Paytm
📍 Kanpur