Title: Head - Client Success & Customer Operations
Employment Type: Full-time
Department: Customer Success & Operations
Experience required: 10+ years
Working mode: In-office (on-site)
Location: Sector 53, Gurgaon
Industry: BPO (International)
Salary: Best in industry

About the Role
We are seeking a dynamic and experienced Head of Customer Success & Operations to lead
our client-facing teams within the BPO sector. The ideal candidate will have deep experience
in managing large-scale BPO operations, a strong client engagement background, and
excellent communication and presentation skills.

Key Responsibilities
● Lead and manage the Customer Success and Operations teams across multiple client
accounts and projects.
● Drive operational excellence, ensuring process adherence, SLA compliance, and
consistent service quality.
● Maintain robust relationships with key clients, acting as the senior point of contact
and representing the company professionally.
● Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction,
retention, and account growth.




● Develop and implement strategies to optimize operational efficiency, reduce costs,
and improve service levels.
● Monitor performance metrics, prepare reports, and provide actionable insights to
the leadership team.
● Mentor and develop high-performing teams, fostering a culture of accountability,
customer focus, and continuous improvement.
● Collaborate with internal stakeholders to address client needs and implement
solutions.
● Drive change management initiatives to streamline processes and enhance the client
experience.

Required Qualifications & Skills
● 10+ years of experience in the BPO industry, with significant exposure to client-facing
roles and operations management.
● Proven experience managing large teams and handling multiple client accounts
simultaneously.
● Excellent communication, presentation, and interpersonal skills.
● Highly presentable, confident, and able to represent the organizatio

📌 Head - Client Success & Customer Operations (Gurugram)
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