Head of Customer Operations

About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

Contegris Pvt. Ltd. is scaling a multi-product B2B SaaS platform including Contact Center, CRM, AI Virtual Agents, Helpdesk, and Omni-Channel CX solutions.

As Head of Customer Operations , you will own the entire post-sales customer journey from Go-Live to Renewal. This role is responsible for eliminating execution gaps, reducing operational delays, strengthening cross-functional accountability, and driving measurable performance across Onboarding, Support, and Customer Success.

This is a high-ownership leadership role focused on execution, operational discipline, and measurable outcomes, not coordination.

Key Responsibilities

Customer Onboarding & Go-Live

• Reduce Time-to-Go-Live across all product lines
• Standardize onboarding playbooks, checklists, and implementation workflows
• Ensure structured handovers from Sales to Operations to Support
• Eliminate extended or delayed go-live cycles
  
  
  

Support Operations

• Drive SLA adherence (daily, weekly, monthly tracking)
• Improve First Contact Resolution rates
• Lead escalation management (customer-facing and internal)
• Establish clear accountability across Support, Engineering, and Infrastructure
  
  
  

Customer Success & Retention

• Lead churn prevention strategy and renewal planning
• Define measurable success milestones across customer segments
• Drive product adoption and value realization
• Identify upsell and expansion readiness in collaboration with Sales
  
  
  

Success Metrics (6–12 Months)

• 30–40% reduction in Time-to-Go-Live
• SLA compliance consistently above 95%
• Reduction in recurring escalations
• Improved churn control and renewal readiness
• Implementation of performance dashboards across functions
• Operational independence without constant executive intervention
  
  
  

Authority & Scope

The selected candidate will have:

• Operational authority across Onboarding, Support, and Customer Success
• Influence over KPIs, tools, processes, and workflows
• Escalation authority with Product, Engineering, and Sales
• Direct backing from leadership to enforce accountability and performance standards
  
  
  

Requirements

Experience

• 7–12 years of experience in SaaS or technology operations
• Hands-on experience in at least two of the following areas:
• Customer Onboarding
• Support Operations
• Customer Success or Account Management
  
• Experience scaling operational processes in a growing organization
• Exposure to mid-market or enterprise B2B customers
  
  

Skills & Competencies

• Strong execution-driven leadership style
• Data-oriented mindset (dashboard and KPI-driven decision-making)
• Ability to manage conflict and escalations constructively
• Strong cross-functional influence and stakeholder management
• Ability to balance customer advocacy with business priorities
• Calm under pressure and solution-focused
  
  
  

Tools & Systems (Preferred)

• SaaS support platforms (e.g., Zendesk, Freshdesk, Jira)
• CRM and ticketing systems
• SLA and operational dashboards
• Process documentation and SOP frameworks
• Exposure to AI-assisted support or automation tools
  
  
  

How to Apply

Interested candidates can apply by submitting their resume here and sending the required answers to hrd@contegris.com .

Please attach a One-Page note addressing the following:

• A broken operational process you identified and fixed
• The resistance or challenges you faced
• How you enforced accountability and ensured sustainable improvement
  
  
  

Applications submitted without this one-page note will not be considered.