customer operations manager

<div>
 
 Entity:
 
 
 
 Customers &amp; Products
 
 
 
 Job Family Group:
 
 
 
 Business Support Group
 
 
 
 Job Description:
 
 
 
 Job Summary:
 
 
 Customer Operations (CO) team is responsible for end to end customer experience management for all customers of Castrol. This includes B2B &amp; B2C customers. The role will be handling CO operations in a particular region / segment. This will include responsibility for Customer Care, Quality, People and Processes within the area of operation. The person would also need to ensure seamless integration of processes across regions.
 
 
 Key Responsibilities:
 
 
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 Accountability for CO operations including Customer Care operation.
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 Handle people, processes and systems for effective delivery of service.
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 Provide leadership in developing and implementing continuous improvement initiatives.
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 Drive operational efficiency by streamlining processes and eliminating waste.
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 Develop and implement strategies to improve overall customer experience.
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 Build and maintain performance metrics to measure success.
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 Identify opportunities for cost savings through improved efficiencies.
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 Build positive relationships with internal and external customers.
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 Optimally communicate goals, expectations, and progress to senior leadership.
 
 
 </li>
 </ul>
 Qualifications:
 
 
 <ul>
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 Minimum Qualification: Bachelor&rsquo;s degree or equivalent in business administration or related field. MBA or equivalent experience preferred.
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 Experience: Demonstrated ability of 15 years+ in Customer Service/Operations. Oil proven experience is preferable.
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 Knowledge, Skills, Abilities:
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 Strong analytical and problem-solving skills.
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 Excellent communication and interpersonal skills.
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 Proven track record to motivate change and lead interpersonal transformation.
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 Demonstrated ability to prioritize and meet deadlines.
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 Strategic problem solver with a focus on execution.
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 Adaptable and resilient with a growth mindset.
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 Proficiency in MS Office Suite.
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 Able to travel as per requirement.
 
 
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 </ul>
 
 Travel Requirement
 
 
 
 Up to 25% travel should be expected with this role
 
 
 
 Relocation Assistance:
 
 
 
 This role is eligible for relocation within country
 
 
 
 Remote Type:
 
 
 
 This position is not available for remote working
 
 
 
 Skills:
 
 
 
 Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
 
 
 
 Legal Disclaimer:
 
 
 
 We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp&rsquo;s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
 
 
 If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
</div>

Customer Operations Manager - India

Aurora Vision Group

<div>
 
 
 POSITION SUMMARY
 
 
 
 Reports directly to the CEO and works closely with secondary key stakeholders, including the CFO/COO, E-commerce Manager, Retail Manager, Finance, and Logistics teams. The Customer Service &amp; Operations Manager is primarily responsible for managing and elevating the entire customer care function across our D2C channels (ecommerce and retail). This role is at the heart of our customer-first promise: ensuring every issue is resolved seamlessly and every touchpoint reflects our brand values.
 
 
 
 
 
 The role requires a strong operator who can lead and align cross-functional teams (retail, e-commerce, digital product, logistics, finance) to resolve problems at their root cause, while continuously improving processes to anticipate customer needs. This is both a strategic and hands-on role&mdash;balancing daily resolution of escalations with building a framework for long-term customer satisfaction, loyalty, and operational efficiency.
 
 
 
 
 
 This Job Description intends to highlight the most critical areas of responsibility only and does not cover all aspects of the Position.
 
 
 
 
 
 
 KEY RESPONSIBILITIES
 
 
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 Leads and manages the Customer Care/Service team, setting standards for service quality, speed, and resolution.
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 Owns all customer issue escalations across ecommerce and retail, ensuring timely resolution and communication.
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 Proactively drives cross-functional collaboration with Retail, E-commerce, Digital Product, Logistics, and Finance to eliminate friction and improve end-to-end customer experience.
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 Develops, monitors, and reports on customer care KPIs (e.g., resolution time, NPS, repeat issues, CSAT).
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 Implements systems, workflows, and tools that scale with PANGAIA&rsquo;s growth, ensuring operational excellence.
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 Analyzes recurring customer pain points and partners with product, digital, and logistics teams to address structural issues.
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 Establishes best practices for managing returns, refunds, exchanges, and special cases.
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 Acts as the voice of the customer in decision-making forums, ensuring our brand values and promise are upheld.
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 Drives training, knowledge-sharing, and empowerment across frontline teams (retail associates, ecommerce support).
 </li>
 </ul>
 
 
 
 
 
 SUCCESS METRICS/KPIs
 
 
 <ul>
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 Customer Satisfaction (CSAT)
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 Net Promoter Score (NPS)
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 Resolution Time
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 First Contact Resolution
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 Repeat Issues:
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 Escalation Rate
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 Returns &amp; Refund SLA
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 </ul>
 
 
 
 
 
 POSITION REQUIREMENTS
 
 
 
 
 EDUCATION &amp; EXPERIENCE
 
 
 <ul>
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 5+ years of experience in
 
 customer care, operations, or service excellence
 
 , ideally in premium fashion, retail, or ecommerce.
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 Strong background in
 
 operational problem-solving and process improvement
 
 .
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 Proven ability to
 
 influence and align cross-functional teams
 
 without direct authority.
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 Excellent communication, stakeholder management, and escalation handling skills.
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 Data-driven mindset, with experience using CRM/ticketing tools, analytics, and reporting systems.
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 A balance of
 
 strategic leadership and hands-on execution
 
 , able to switch between detail and big picture.
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 Passion for innovation, design, and building a customer-first culture.
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 </ul>
 
 
</div>

Customer Service Operations Manager

Tabby | تابي

<div>
 
 
 Department:
 
 Customer Support Ops
 
 
 
 Location:
 
 KSA
 
 
 
 Compensation:
 
 ر.س15,000 - ر.س20,000 / month
 
 
 
 
 Description
 
 
 
 
 Tabby
 
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 
 
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 
 
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 
 
 We are looking for a
 
 high-impact Operations Manager
 
 to drive excellence in our customer service operations in KSA. This role is
 
 critical
 
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 
 
 As a
 
 strategic leader
 
 , you will work alongside the Head of the Contact Center to implement
 
 scalable
 
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 
 key performance metrics
 
 and setting new standards for customer satisfaction.
 
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
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 Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
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 Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
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 Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
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 Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
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 Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
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 Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
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 Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
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 Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
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 Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
 
 
 
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 </ul>
 
 Qualifications
 
 
 
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 10+ years of experience in contact center operations, including 5+ years in a leadership role (Supervisor, Team Lead) or 2+ years as an Operations Manager managing inbound teams.
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 Deep expertise in customer service principles, contact center operations, and customer experience management.
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 Bachelor&rsquo;s degree in Business Administration or a related field.
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 Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
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 Bilingual fluency in English and Arabic (both written and verbal).
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 Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
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 Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
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 Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
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 In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
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 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>

Customer Service Operations Manager - Contact Center - Saudi National

Bybit TR

<div>
 
 
 Position Summary
 
 The Customer Onboarding Manager leads the onboarding team in Istanbul to ensure customer identity verification is conducted in line with Turkish legal, regulatory, and internal standards.
 
 
 Based in Istanbul
 
 
 
 
 
 
 Key Responsibilities
 
 
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 Supervise the ID verification team and daily onboarding operations.
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 Ensure compliance with Turkish KYC/AML requirements during customer onboarding.
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 Oversee the accuracy, efficiency, and confidentiality of verification processes.
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 Develop and implement onboarding policies, procedures, and KPIs.
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 Provide training, coaching, and performance management for onboarding staff.
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 </ul>
 
 
 Requirements
 
 
 <ul>
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 5+ years of experience in KYC/AML or onboarding operations, with 2+ years in a leadership role.
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 Strong knowledge of ID verification tools and local regulatory standards.
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 Strong people management and process improvement skills.
 </li>
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 Excellent communication in Turkish and English.
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 </ul>
 
 
</div>

Customer Onboarding Manager

eClerx

<div>
 
 Job Description
 
 
 
 Customer Operations - Process Manager
 
 
 India- Pune | Full-time (FT) | Customer Operations | Job ID_
 
 
 Shift Timings &ndash; Flexible 24x7 |Management Level &ndash; Manager
 
 
 Specialisation &ndash; International BPO,
 
 
 eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team.
 
 
 The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.
 
 
 He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.
 
 
 
 Customer Operations Process Manager Responsibilities
 
 
 
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 Prepares performance reports by collecting, analysing, and summarizing data and trends
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 Ensure Critical Performance Metrics are met consistently
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 Lead client/vendor reviews/calibrations
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 Revert to client/vendor queries on routine issues
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 Provide innovative ideas to optimize internal metrics &amp; ensure critical matrices are met timely
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 Manage multiple teams
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 Perform audits and quality checks on Team Leads &amp; Floor Supports
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 Provide feedback to the Team Leads &amp; Floor Supports periodically on their performance
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 Ensure cross skilling and periodic process re-verification to ensure resource pool
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 Perform Training Need Identification for teams
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 Perform Bottom Quartile Management
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 Ensure directives from senior leadership are percolated and acted upon
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 Hold periodic meetings, discuss task delegation and review issues
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 Conduct team huddles and meetings to discuss operational updates
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 Build team spirit through group sessions, activities, and projects
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 Focus on retention of staff through career mapping &amp; guiding team members
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 Advocate and follow organizational policies and procedures
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 Adhere to the information security requirements
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 Ensure all client deliverables met within timelines
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 Ensure productivity/quality enhancement and process meet all metrics
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 Remediation of any major incident
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 Manage client MBR/QBR deck, client calls and reviews
 
 
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 </ul>
 
 Minimum Qualifications
 
 
 
 Overall experience of 6+ years and should be a graduate or post graduate in any specialisation
 
 
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Graduation in Computer Science, Computer Applications or related subjects
 
 
 </li>
 </ul>
 
 About The Team
 
 
 
 eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
 
 
 eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
</div>

Process Manager

TLC DigiTech Pvt. Ltd.

<div>
 
 
 About Us
 
 
 
 TLC DigiTech(P) Ltd is a tech product and services companyproviding end to end digitalsolutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.
 
 
 Set up over 20 years ago, we have a pan India presence and a regional presence in East Africa and Sri Lanka. With our corporateoffice in New Delhi, we have a team strength of over 600 people and bring a culture of innovation to deliver excellence. Our integrated teams &mdash; spanning Design, Technology, Digital, Support,Contact Centres, and Club Ambassadors &mdash; provide a seamless, single- window solution for our customers.
 
 
 Our technology stack includes:
 
 
 
 
 <ul>
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 CRM built on Salesforce and Heroku
 </li>
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 End-to-end integration managedvia MuleSoft
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 Mobile applications developed on the Ionic hybrid platform
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 Omni-channel contact centres integrated with voice, chat,WhatsApp, Facebook Messenger, email, social, web, and SMS
 </li>
 </ul>
 
 TLC ensurescompliance and statutory audits through Big Four globalaccounting firms and adheres to the highest standards of information securitywith ISO 27001, ISO 27701 and SOC2 certifications.
 
 
 We are proud membersof CII, FHRAI,TAAI, Nasscom, Dun &amp; Bradstreet, and other leadingindustry bodies.
 
 
 For more information, please visit www.tlcgroup.com.
 
 
 
 
 
 Job Title &ndash; Manager Customer Experience
 
 
 Experience &ndash; 10 years+
 
 
 
 Job Location&ndash; Delhi NCR, Manesar
 
 
 
 
 
 
 
 Job Summary:
 
 
 
 The position is responsible for the leadership of Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Create and present business reviews to the Client and internal leadership on weekly / monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience.
 </li>
 <li>
 scaling end-to-end customer support operation and leading digital transformation initiatives.
 </li>
 <li>
 Implementing innovative CX solutions, Customer advocacy, delight &amp; centricity
 </li>
 </ul>
 
 building, Process re-engineering, Automation, Grievance Handling and Customer-Centric Strategies. operations, leading digital transformation initiatives.
 
 <ul>
 <li>
 Led core Customer Experience teams across voice, chat, email, backend.
 </li>
 <li>
 Applied strong analytical acumen to interpret performance dashboards, identify root causes, generate data-driven action plans.
 </li>
 <li>
 In depth knowledge of diverse business functions &amp; operations best practices (Voice, Chat, Email, Back office, Training, Quality, Resourcing, Customer Service, Sales etc.)
 </li>
 <li>
 Prepare and conduct effective and timely weekly, monthly &amp; Quarterly Business Reviews
 </li>
 <li>
 Should have deep knowledge and understanding of the BPO/Contact Centre operations.
 </li>
 <li>
 Excellent communication (written and verbal) and interpersonal skills.
 </li>
 </ul>
 
 
</div>

Customer Service Manager

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