? Director – CX Shared Services

? Location: India (Offshore Delivery for Global Operations)

? Compensation: ₹65–70 LPA

We are seeking a seasoned leader to spearhead Customer Experience Shared Services operations. This role will be the single point of accountability for offshore delivery, driving transformation, operational excellence, and global stakeholder alignment.

Key Responsibilities

- Lead end-to-end offshore transformation across CRM Back Office, Collections, Customer Insights, and Service Recovery.
- Build and operationalize offshore DSS capability: recruitment, onboarding, training, governance, and workforce planning.
- Ensure seamless coordination between global business teams and offshore operations, covering CRM, Collections, Finance, Legal, Handover, IT, and CX functions.
- Drive productivity, service recovery, collections effectiveness, and customer experience metrics through structured intervention and turnaround initiatives.
- Champion digital transformation, AI-enabled service operations, and Salesforce workflow automation.
- Establish governance frameworks for quality, compliance, and performance culture across high-growth teams.

Candidate Profile
- 15+ years of experience in large-scale customer operations, CRM back-office,



collections, or shared services.
- Minimum 8–10 years managing global offshore delivery centres and transition programs.
- Proven success in operating model transformation, process migration, and automation enablement.
- Strong exposure to customer operations in BPOs/GBS across real estate, finance, telecom, or utilities.
- Hands-on expertise with Salesforce case management, SLA governance, contact centre platforms (Genesys or equivalent), and AI-enabled service operations.
- Excellent communication, executive presence, and ability to manage cross-functional transformation.
- Secure career trajectory with demonstrated leadership in scaling offshore operations.

? Application Instructions If you are ready to lead global CX shared services transformation, please share your profile on [email protected] and highlight your match to the job role:

- Total Experience
- Current Company & Designation
- Global Offshore Delivery Experience
- Key Transformation Programs Led
- How your experience and work match to the job role
- Why company will hire you above others
- Current CTC, Expected CTC, Notice Period

📌 Director Customer Experience (Noida)
🏢 HRALWAYS
📍 Noida