Customer Experience Operations Lead (Senior role)

About the Industry we are in:

Travel is a large and growing market with high digital penetration. Travel is aspirational and

corresponds to 11% of credit card spends. Additionally credit card rewards redemptions on travel is very high.

Credit Card is a large growing market in India with a projected growth of 19+% and expected to grow to 170M by FY2027. Credit card spends are also scaling very fast. While credit card penetration has been growing significantly in India, we are still at an average of 5% in comparison to the US which is upwards of 300%.

About the Company:

We are a young company in the Travel & Fintech space.

About the Team:

The Customer Experience Team plays a critical role in ensuring that customers have a

positive experience when interacting with the Organization. We want to build a team that is

fanatic about customer experience and will be the voice of the customer for the

Organization. We will be responsible for end-to-end design of Customer Experience

processes and workflows, working with product teams to automate processes, leverage AI

and overall, do what is right for the customer.

About the Role:

As the CX Ops Lead, you will be responsible for leading and driving smooth operations for an

entire line of business, that will include partner management, technology and process

optimization, effective performance delivery and Ops governance. You will also be

responsible to drive the right input metrics and behaviours that will derive the desired

performance outcomes.

Key Responsibilities:

- Define and implement the overall customer service strategy aligned with business

objectives.

- Manage volume forecasting, workforce planning, and shift rostering to optimize staffing

efficiency.

- Lead vendor management for outsourced partners (if applicable), ensuring quality and

contract compliance.

- Oversee day-to-day Customer Service operations, ensuring smooth execution and SLA

adherence by the Scapia CX team and the Partner team

-Collaborate with Product & Engineering to improve app flows, backend tools, and service

automation.

- Develop service-level standards, KPIs, and quality benchmarks to drive a world-class

support experience.

- Implement customer feedback loops, NPS improvements, and root-cause analysis

frameworks.

- Ensure all customer interactions and operational processes align with regulatory and

compliance requirements.

Qualifications, Experience & Skills:

- Bachelor's degree in any stream.

- 16+ years of experience in Customer Service Operations, with at least 8+ years in a

leadership role.

- Experience in fast-paced, customer delight oriented, high-volume environments.

(experience in Fintech, Banking, E-commerce, Travel, or Consumer Tech preferred)

- Experience in managing large teams and outsourced partners.

- Strong understanding of the industry in which the organization operates, regulations and

best practices.

- Expertise with customer support tools (Zendesk, Freshdesk, Salesforce, Genesys, etc.)

- Strategic thinking & execution.

- Strong analytical, problem-solving, and decision-making skills.

- Exceptional communication, people management, stakeholder management, and crisis-

handling skills.

- Customer First mindset, Operations excellence, strong ownership & bias for action.