customer operations manager

PTCL.Official

<div>
 
 We are not just industry leaders; we are redefining excellence with ground-breaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation &amp; Change Management.
 
 
 
 
 
 
 PTCL Group actively cultivates an inclusive &amp; diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability
 
 .
 
 
 
 
 
 
 PTCL Group Vision &amp; Values:
 
 
 
 
 
 
 With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:
 
 
 &middot; Be Resilient
 
 
 &middot; Think Big
 
 
 &middot; Win Every Battle
 
 
 &middot; Value Success.
 
 
 
 
 
 
 IN THIS ROLE YOU WILL
 
 
 
 
 
 
 Be responsible to maintain KPIs (MTTR, MTTP, CHI, Installation Quality), achieve conversion Targets to increase FF base, and complaints reduction (registration, repeated, denied complaints) by addressing core issues.
 
 
 
 
 
 
 HOW CAN YOU EXPRESS YOUR TALENT
 
 
 <ul>
 <li>
 Ensure timely execution of maintenance projects to improve operational KPIs (Copper/FF network)
 </li>
 <li>
 Achieve quality installations while adhering to SLAs and zero pendency.
 </li>
 <li>
 Identify and implement Preventive Maintenance for Copper/FF networks to enhance customer experience.
 </li>
 <li>
 Maintain accurate mapping of Copper/FF network infrastructure.
 </li>
 <li>
 Promote HSE compliance to reduce accidents/injuries among field workers and vendors.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 WHAT YOU NEED TO BE SUCCESSFUL
 
 
 
 
 
 
 
 Qualification:
 
 
 
 
 
 <ul>
 <li>
 BS/ BE (Electrical/Telecom) / MS(Telecom Engineering) from HEC Recognized University
 </li>
 <li>
 3 to 4+ Years of Relevant Experience
 </li>
 </ul>
 
 
 
 
 
 Competencies:
 
 
 <ul>
 <li>
 Excellent understanding of Telecom network operations (Copper/GPON)
 </li>
 <li>
 Communication &amp; Negotiation Skills
 </li>
 <li>
 Data Analytics and Reporting
 </li>
 <li>
 Customer Relationship Management
 </li>
 <li>
 Communication Skills (verbal and written)
 </li>
 </ul>
 
 
 
 
 
 PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.
 
 
 
 
 
 
 
 
 #ExpressYourTalent #ReadyToRise #TayyarHo
 
 
 
</div>

Customer Operations Manager

Integral Ad Science

<div>
 IAS is looking for a Customer Success Operations Manager to join our team in Gurugram. This role will require you to partner with Customer Success Managers, Sales and Technical Support teams to successfully retain and grow existing clients globally.
 
 
 The primary focus of this role is to shorten time to drive your customer adoption of Integral technology, increase ROI for your clients, maintain strong relationships, and ultimately achieve renewals for our most valued accounts.
 
 
 As a part of our Customer Success team, this role offers potential to gain in-depth experience of the verification space within the advertising industry. Under the direction of your manager and the CS team, you will learn technical, communication and commercial skills. Training will be provided in all areas.
 
 
 
 What you&rsquo;ll do:
 
 
 
 <ul>
 <li>
 Understand the digital advertising ecosystem of advertisers, agencies, platforms, publishers, and media technology partners.
 </li>
 <li>
 Build a solid understanding of all IAS products and processes.
 </li>
 <li>
 Prepare regular reporting and data analysis of client activity, identify at-risk scenarios and work with internal/external stakeholders to build &amp; enact solutions.
 </li>
 <li>
 Drive automation, create process and methodology documentation.
 </li>
 <li>
 Create materials and deliverables that will be used to support and engage with IAS&rsquo;s self-service client base.
 </li>
 <li>
 Communicate client needs and act as an internal advocate for owned clients
 </li>
 <li>
 Adhere to IAS values at all times.
 
 
 
 </li>
 </ul>
 
 What you&rsquo;ll need:
 
 
 
 <ul>
 <li>
 5-7 years Ad-Tech experience.
 </li>
 <li>
 Should have mentored junior team members and has the potential to handle a team.
 </li>
 <li>
 Strong data and analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations.
 </li>
 <li>
 Understanding of the online advertising and marketing industry is a must.
 </li>
 <li>
 Ability to learn quickly and grasp different processes and systems.
 </li>
 <li>
 Enthusiasm to work in a fast-paced and demanding environment.
 </li>
 <li>
 Ability to prepare clear and concise client-ready documents.
 </li>
 <li>
 Exceptional organizational skills, with a proven track record of successfully managing projects to completion and precise attention to detail.
 </li>
 <li>
 Ability to work independently as well as part of a team.
 </li>
 <li>
 Account management experience will be preferred.
 </li>
 <li>
 Excellent communication skills (both written and verbal) in English, Foreign Language (German, French, or Spanish) will be an advantage.
 
 
 
 </li>
 </ul>
 
 About Integral Ad Science
 
 
 
 Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers the industry&rsquo;s most actionable data to drive superior results for the world&rsquo;s largest advertisers, publishers, and media platforms. IAS&rsquo;s software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers. Our mission is to be the global benchmark for trust and transparency in digital media quality. For more information, visit integralads.com.
 
 
 
 Equal Opportunity Employer:
 
 
 
 
 IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.
 
 
 
 
 California Applicant Pre-Collection Notice:
 
 
 
 
 We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at compliance@integralads.com.
 
 
 
 
 To learn more about us, please visit
 
 
 http://integralads.com/
 
 
 
 
 Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to recruitingagencies@integralads.com. We will get back to you if there's interest in a partnership.
 
 
 
</div>

Senior Customer Success 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.
 </li>
 <li>
 Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
 </li>
 <li>
 Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
 </li>
 <li>
 Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
 </li>
 <li>
 Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
 </li>
 <li>
 Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
 </li>
 <li>
 Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
 </li>
 <li>
 Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
 </li>
 <li>
 Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
 </li>
 <li>
 Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 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.
 </li>
 <li>
 Deep expertise in customer service principles, contact center operations, and customer experience management.
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a related field.
 </li>
 <li>
 Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
 </li>
 <li>
 Bilingual fluency in English and Arabic (both written and verbal).
 </li>
 <li>
 Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
 </li>
 <li>
 Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
 </li>
 <li>
 Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
 </li>
 <li>
 In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
 </li>
 </ul>
 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

Hcm International

Job Title: Assistant Manager &ndash; Customer Service OperationsLocation: Gujranwala &ndash; Service Branch Reports To: Branch Manager &ndash; ServiceJob PurposeWe are seeking a dynamic and customer-focused Assistant Service Manager to join Dawlance at our Service Branch in Gujranwala. The role involves overseeing day-to-day service operations, ensuring customer satisfaction, supporting technical teams, and maintaining operational excellence in line with company policies.Key Responsibilities<ul><li>Supervise daily operations and performance of the Authorized Workshop (AWS).</li><li>Handle customer complaints, guide employees for quick resolution, and ensure no recurring service faults.</li><li>Maintain documentation accuracy and take corrective measures in consultation with the Branch Manager.</li><li>Develop and maintain strong relationships with dealers and franchises to support business growth.</li><li>Monitor branch and franchise reports (revenue, satisfaction, warranty issues, quality, and training).</li><li>Oversee warranty, costs, expenses, revenue generation, and ensure quality improvement.</li><li>Manage daily collections, reconciliations, and deposits, and report to Branch Manager.</li><li>Ensure employees follow SOPs, KPIs, and health &amp; safety protocols.</li><li>Support and guide service staff to achieve operational efficiency and customer satisfaction.</li></ul>Education &amp; Experience<ul><li>graduate Engineer (Industrial, Mechanical, or Electrical).</li><li>1&ndash;2 years of relevant experience in service operations, technical support, or customer service.</li></ul>Skills &amp; Competencies<ul><li>Strong interpersonal and leadership skills.</li><li>Excellent complaint handling and customer service tactics.</li><li>Technical knowledge of home appliances and service operations.</li><li>Ability to manage functional operations effectively.</li><li>Strong problem-solving and analytical skills.</li></ul>Job Type: Full-timePay: Rs150,000.00 - Rs170,000.00 per monthWork Location: In person

Assistant Manager – Customer Service Operations

Catalent Pharma Solutions

<div>Commercial Operations Manager
Position Summary
The Manager of Commercial Operations is responsible for supporting the Commercial Operations function by providing commercial management of existing customer projects/products. The Manager, Commercial Operations role will partner with Business Development, Project Management and Site Operations teams to successfully deliver solutions for Catalent&rsquo;s standalone analytical customers and Catalent manufacturing sites to drive value for the respective Site and Business Unit assets and capabilities. Responsibilities for the position include driving the S&amp;OP process with the BioAnalytical sites, partnering with the project Management team to understand the demand for analytical services amongst their clients, establishing and maintaining records of firm demand coming from those accounts and evaluating customer products using customer-supplied information and market intelligence to develop long-term demand outlook, and managing routine business-related activities during project execution.
The Role (daily responsibilities)<ul><li>
Lead the integration of sales forecasts with operational capabilities, driving capacity planning and resource allocation to meet customer demands while optimizing laboratory throughput.</li><li>
Monitor and report on business and contract-related aspects during project execution to ensure customers adhere to agreed terms such as forecasting, purchase order placement, on-time payment, and minimum quantities.</li><li>
Utilize S&amp;OP tools and data analytics to drive continuous improvement in forecasting accuracy, operational efficiency, and overall service delivery to biologics clients.</li><li>
Support Project Management, Operations, Legal, and Proposals regarding the scoping process for Internal Company Transfers (ICTs) prepared for Catalent Manufacturing site clients.</li><li>
In cooperation with the Business Development, Legal, and Proposal teams, lead the negotiation team during the preparation and negotiation of quality service agreements for targeted customers.</li><li>
Lead the process for extension/renewal of existing commercial supply agreements.</li><li>
Ensure the S&amp;OP process aligns commercial strategies with operational capabilities to maximize revenue opportunities and profit margins while maintaining high-quality service levels.</li><li>
Evaluate customer&rsquo;s products using a Portfolio Management approach to provide long-term view of demand and life cycle analysis.</li><li>
Other duties as assigned.</li></ul>
The Candidate (requirements)<ul><li>
Bachelors degree in a scientific discipline or equivalent combination of education and experience</li><li>
3 to 7 years of experience in a contracting or other business-related role in the Pharma / Biotech services industry; direct experience in a BioAnalytics or Analytics environment.</li></ul>
Why you should Join Catalent<ul><li>
Join a high growth and fast paced organization with a people focused culture</li><li>
Global exposure, defined career path and annual performance review and feedback process</li><li>
Competitive Medical, Dental, Vision and 401K</li><li>
19 days PTO &amp; 8 paid holidays</li></ul>
Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.
personal initiative. dynamic pace. meaningful work.
Visit Catalent Careers to explore career opportunities.
Catalent is an Equal Opportunity Employer, including disability and veterans.
If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process. 
Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written &amp; signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Important Security Notice to U.S. Job Seekers:
Catalent NEVER asks candidates to provide any type of payment, bank details, photocopies of identification, social security number or other highly sensitive personal information during the offer process, and we NEVER do so via email or social media. If you receive any such request, DO NOT respond&mdash; it is a fraudulent request. Please forward such requests to spam@catalent.com for us to investigate with local authorities.
California Job Seekers can find our California Job Applicant Notice HERE.</div>

Commercial Operations Manager

New hair Image

As a Customer Service &amp; Operations Manager, you will serve as the face of New Hair Image - managing customer interactions across channels, guiding clients to the right services, and coordinating our team to deliver excellence. This is a leadership position with both hands-on and managerial responsibilities.Key Responsibilities:<ul><li>Respond to client queries via call, WhatsApp, social media, and in-person.</li><li>Guide customers on suitable hair solutions, services, and products.</li><li>Manage walk-in clients, appointments, and client flow.</li><li>Maintain and update customer records.</li><li>Lead front-desk operations and ensure a warm, welcoming environment.</li><li>Supervise and coordinate with team members to maintain service standards.</li><li>Train and support staff on customer interaction and service protocols.</li><li>Resolve client issues or complaints with professionalism and patience.</li><li>Monitor inventory and coordinate restocking when necessary.</li></ul>Requirements:<ul><li>2&ndash;3 years of customer service experience (preferably in salon, beauty, or retail).</li><li>Strong communication skills&mdash;spoken and written (Urdu &amp; English).</li><li>Ability to multitask, stay organized, and manage pressure calmly.</li><li>Confident, patient, and presentable with a client-first mindset.</li><li>Basic computer and mobile app literacy (e.g., MS Office, booking tools).</li><li>Leadership capability to guide staff and take ownership of client satisfaction.</li></ul>Preferred:<ul><li>Experience working with local clientele.</li><li>Knowledge of haircare services and products.</li><li>Team management or staff training experience.</li><li>Familiarity with social media or local marketing efforts.</li></ul>Compensation &amp; Growth:<ul><li>Salary: PKR 35,000&ndash;50,000 (based on experience &amp; skillset)</li><li>Probation Period: Initial performance evaluation after 3 months</li></ul>Post-Probation: Salary increment and benefits (as per company policy)Job Type: Full-timePay: Rs35,000.00 - Rs55,000.00 per monthApplication Question(s):<ul><li>Are you able to join immediately? </li></ul>Location:<ul><li>Lahore (Preferred)</li></ul>Work Location: In person

Customer Service & Ops Manager

<div>Company Overview:
<div>
GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client&rsquo;s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions.</div><div></div><div> 
We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That&rsquo;s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We&rsquo;re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We&rsquo;re a learning organization, actively looking for people to help shape, grow and continually improve us.</div><div></div><div> 
Are you one of us?</div><div></div><div> 
GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team.</div><div></div><div> 
For more information please visit us on GEP.com or check us out on LinkedIn.com.</div> 
<div></div>
What you will do:
<div>
Role overview 
The Customer Operations leader will own end-to-end post&#8209;sales operations for an enterprise procurement SaaS portfolio, including onboarding, UAT readiness, production stability, customer analytics, and value realization at scale. The role is accountable for operational KPIs across UAT and Production, leading a 200&ndash;300 member organization from Mumbai, and partnering closely with Product, Engineering, Customer Success, and Sales to drive expansion, retention, and platform adoption. Prior software engineering experience and strong analytical orientation are essential; procurement domain experience is a strong plus.</div><div></div><div> 
Key responsibilities</div><ul><li>
Strategy and leadership</li><li><ul><li>
Define and execute the multi&#8209;year Customer Operations strategy covering onboarding, UAT, go&#8209;live, hypercare, steady&#8209;state operations, and continuous value realization for enterprise procurement customers.</li><li>
Build and lead a 200&ndash;300 member team (frontline managers, operations, UAT leads, release/readiness, TAMs, L2/L3, analytics, and tooling) from Mumbai; establish clear org design, operating cadence, and succession plans.</li><li>
Partner with Product and Engineering on roadmap, release readiness, incident prevention, and customer feedback loops; champion operational requirements and automation at roadmap level.</li></ul></li><li>
Operational excellence and KPIs</li><li><ul><li>
Own UAT and Production scorecards: UAT pass rate, defect density and severity mix, first&#8209;time&#8209;right deployments, change failure rate, MTTR/MTTD, incident and problem SLAs, release predictability, and deployment frequency.</li><li>
Drive standardization via playbooks, runbooks, and control plans across customers and regions; institutionalize QA gates, canary/blue&#8209;green cutovers, rollback strategies, and post&#8209;incident RCAs with action tracking.</li><li>
Implement a robust capacity and workforce model (forecasting, staffing, utilization, skills matrix, location strategy) to ensure on&#8209;time customer outcomes at optimal cost-to-serve.</li></ul></li><li>
Customer outcomes and value realization</li><li><ul><li>
Ensure onboarding throughput, time&#8209;to&#8209;value, adoption of core procurement modules (eSourcing, CLM, P2P, Supplier Mgmt, Analytics), and measurable business impact (cycle times, compliance, savings, touchless rates).</li><li>
Establish executive business reviews, health scoring, and early&#8209;warning signals; lead complex escalations and executive communications through to durable resolution.</li><li>
Align Customer Operations motions with expansion/renewal plays; partner with Customer Success and Sales to influence NRR, reduce churn, and grow ARR.</li></ul></li><li>
Data, analytics, and tooling</li><li><ul><li>
Build a &ldquo;super analytical&rdquo; operating model: instrument end&#8209;to&#8209;end telemetry across environments; define canonical KPIs/OKRs and dashboards; lead predictive/leading&#8209;indicator analytics for risk, adoption, and stability.</li><li>
Own the Customer Operations tool stack (ITSM/ITIL, observability/APM, test management, release orchestration, knowledge base, RPA/AI assistants); drive automation to reduce toil and improve MTTR and quality.</li><li>
Institute data governance and hygiene across incident/problem/change records, UAT defects, and config/integration catalogs to enable high&#8209;fidelity reporting and forecasting.</li></ul></li><li>
Governance, compliance, and quality</li><li><ul><li>
Enforce change, release, and incident governance aligned to SOC 2/ISO 27001 and customer requirements; ensure audit readiness and disciplined documentation.</li><li>
Run operational QBRs/MBRs, release go/no&#8209;go boards, and cross&#8209;functional readiness reviews; track corrective/preventive actions to closure.</li><li>
Manage partner and vendor delivery quality where work is co&#8209;sourced; define SLAs, SLOs, and performance levers.</li></ul></li><li>
Financial and portfolio management</li><li><ul><li>
Own cost and productivity levers for Customer Operations; manage operating budgets, vendor spend, and efficiency programs tied to automation and right&#8209;shoring.</li><li>
Report on ARR under operations stewardship, install base health, and customer cohort performance; articulate outcomes in business terms to the executive team.</li></ul></li></ul>
What you should bring:
<div>
Qualifications</div><ul><li>
Education: Top&#8209;tier MBA preferred (IIM/IIT) with strong academic performance; bachelor&rsquo;s in engineering or computer science required.</li><li>
Experience: 10+ years in software/SaaS with progressive leadership in Customer Operations, Services/Support, or Site Reliability/Production Operations; prior hands&#8209;on engineering or technical leadership experience is required.</li><li>
Domain: Procurement technology experience strongly preferred (eSourcing, CLM, P2P, Supplier/Commodity/Risk, Procure Analytics), or adjacent enterprise back&#8209;office platforms (ERP/Finance/Supply Chain).</li><li>
Scale: Proven ability to build and lead 200&ndash;300 person multi&#8209;disciplinary teams in a hub location, including managers and senior managers; experience operating in global, cross&#8209;time&#8209;zone environments.</li><li>
Analytics: Advanced analytical mindset with mastery of operational metrics, cohort/health modeling, root cause and statistical problem solving, and executive&#8209;ready insights; comfort with SQL/BI is a plus.</li><li>
Process and quality: Deep familiarity with ITIL/ITSM, incident/problem/change management, release engineering, UAT governance, and agile/DevOps practices; track record improving MTTR, change failure rate, and deployment quality.</li><li>
Stakeholder management: Executive presence and communication skills for CXO&#8209;level interactions with enterprise customers; adept at managing complex escalations and influencing roadmaps.</li><li>
Tooling: Experience with enterprise observability (e.g., Datadog/New Relic), ITSM (e.g., ServiceNow/Jira Service Management), test management (e.g., Zephyr/Xray), release orchestration/feature flags, and knowledge platforms.</li></ul><div></div><div> 
Preferred metrics to demonstrate scope (include in application if possible)</div><ul><li>
ARR portfolio handled: e.g., cumulative ARR under Customer Operations stewardship, such as $50M&ndash;$200M+.</li><li>
Customer scale: number of enterprise customers/accounts and their regional distribution (e.g., 100&ndash;300 enterprise logos, or marquee global accounts).</li><li>
Operational improvements: quantifiable gains such as MTTR reduction, UAT pass&#8209;rate improvement, change failure rate reduction, deployment frequency increase, or deflection/automation rates.</li><li>
Team scale and mix: prior leadership of 200&ndash;300+ team with onshore/offshore mix, automation/AI leverage, and manager&#8209;of&#8209;managers span.</li></ul></div>

Vice President - Customer Operations

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