The Role
Position Overview
The Customer Operations Lead is responsible for driving operational excellence across the global customer support function. This role provides strategic leadership in customer service operations, governance, reporting, process optimization, knowledge management, and technology enablement.
Working closely with Support, Product, Customer Success, Engineering, Data, and Infrastructure teams, the Customer Operations Manager ensures that customer-facing processes are scalable, measurable, efficient, and aligned to business objectives. The role will own the continuous improvement framework for customer operations, support the evolution of Salesforce Service Cloud, lead knowledge and AI readiness initiatives, establish governance standards, and provide actionable operational insights through KPI and SLA reporting.
The position acts as the operational backbone of the customer support organisation, enabling support teams to focus on delivering exceptional customer experiences while maintaining consistency, quality, and accountability across all regions.




Primary Objectives and Responsibilities
Customer Support Strategy & Continuous Improvement
Develop and execute the Customer Operations strategy in alignment with company objectives.
Identify opportunities to improve customer experience, support efficiency, and operational performance.
Establish continuous improvement frameworks and operational maturity roadmaps.
Lead initiatives that reduce effort, increase automation, and improve service delivery outcomes.
Drive operational planning, capacity management, skills development, and support optimization programs.
Monitor industry best practices and emerging support technologies.

Service Cloud Roadmap & Implementation
Own the operational roadmap for Salesforce Service Cloud.
Partner with stakeholders to define, prioritize, and implement Service Cloud enhancements.
Drive adoption of current functionality, workflows, automations, and integrations.
Ensure Serv

📌 Operations Lead (Hyderabad)
🏢 Evotix
📍 Hyderabad