Job Details
Job Title: Senior Director
Location: Mumbai
Mode: Work At Office, 5 day's a week
Shift Time: US Shift (3 PM - 11 PM)
Industry: Travel / BPO Operations
Roles and Responsibilities:
- CX Strategy Leadership – Define and execute customer experience vision across chat, voice, and back‑office lines of business.
- Operational Excellence – Lead large‑scale process improvements, efficiency initiatives, and automation adoption.
- LOB Management – Oversee diverse service channels ensuring consistent quality and performance.
- Team Leadership – Mentor and manage cross‑functional teams, fostering collaboration and high‑impact results.
- Travel Engagement – Flexibility to travel for stakeholder collaboration and on‑ground execution.
Qualifications:
- 14+ years of experience in CX management and large‑scale BPO operations.
- Proven expertise in automation initiatives and digital transformation.
- Strong leadership, communication, and stakeholder management skills.
- Willingness to travel as part of role responsibilities.
