Senior Customer Operations Manager

Job Title: Senior Manager, Contact Center Operations – Customer Service

Location: Gurgaon, India

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Manager, Contact Center Operations – Customer Service who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

As Senior Manager – Customer Service (Frontline Operations), you will lead the end-to-end management of our frontline customer service operations across multiple channels — voice, chat, email, and social. You will be responsible for ensuring best-in-class service delivery, operational excellence, and customer satisfaction. This role calls for a customer-obsessed leader who can balance service quality, speed, and efficiency while inspiring large teams in a fast-paced e-commerce and quick-commerce environment.

Key Responsibilities:

1. Operational Excellence

• Lead daily operations for frontline CS teams (in-house and outsourced) to deliver exceptional customer experiences across Voice, chat, email and Social channels.
• Ensure SLAs like CSAT, FCR, AHT, contact rate reduction, abandon rate and quality metrics are consistently met across all languages and channels.
• Manage capacity planning, real-time performance, and workload distribution.
• Oversee escalated cases and ensure timely call-backs and resolutions to high-impact customer issues.
• Drive digital self-service adoption (IVR, FAQ bots, app flows) to reduce contact rate and improve first-contact resolution.
• Conduct root cause analysis on service failures, escalations, and SLA breaches.
• Provide assistance/guidance to team leads to ensure agreed service level targets are consistently achieved in a cost-effective manner.
• Work with Manager, TLs to ensure agents meet and exceed monthly and quarterly goals by effectively working with coaches and trainers to improve any training gaps.

2. Customer Experience & Process Improvement

• Identify and eliminate root causes of customer pain points through data-driven insights.
• Collaborate cross-functionally with Tech, Product, Logistics, and Seller Ops to enhance the end-to-end customer journey.
• Champion “Voice of Customer” initiatives and drive continuous improvements in experience design and service policies.
• Partner with the product and tech teams to roll out automation, AI tools, and self-service solutions.

3. Vendor & Partner Management

• Manage relationships and performance of outsourced contact center partners across GCC markets.
• Conduct regular business reviews, calibrations, and audits to ensure consistent service quality and compliance.
• Ensure alignment with brand tone, service principles, and customer promise.

4. Governance & Reporting

• Own daily/weekly/monthly operational dashboards and deep-dive analyses on service KPIs.
• Report key insights, trends, and improvement plans to senior leadership.
• Ensure adherence to data privacy, compliance, and quality control standards across all CS hubs.

5. People Leadership

• Lead, coach, and mentor Team Managers and Supervisors to build a high-performing and motivated frontline team.
• Drive engagement, ownership, and accountability at every level of the organization.

Qualifications & Experience:

• Bachelor’s degree required; MBA or equivalent preferred.
• 8+ years of customer service operations experience, with at least 3 years in a senior managerial role leading large-scale frontline teams.
• Proven track record in scaling multi-site or multi-country customer service operations.
• Experience managing multi-country operations and bilingual support environments.
• Proficiency with CRM systems (e.g., Zoho) and performance analytics tools.
• Strong analytical, problem-solving, and stakeholder management skills.
• Exposure to Omnichannel CX strategy — integrating chat, app, WhatsApp, and social media support.

Key Competencies:

• Customer-obsessed with a deep understanding of consumer behavior.
• Data-driven decision-maker with operational and strategic balance.
• Strong leadership, communication, and influencing skills.
• Resilient, agile, and able to thrive in a fast-moving, high-growth environment.
• Ability to collaborate cross-functionally and drive scalable process improvements.