Customer Care Lead

Position: Team Lead – Customer Care Operations

Location: New Delhi

The role is responsible for driving customer care operations, process excellence, data analytics, and stakeholder management across the region. The person will manage day-to-day service operations, monitor performance, identify operational gaps, and ensure timely resolution of issues.

Key responsibilities include:

• Managing customer care and service operations across assigned locations.
• Monitoring operational performance and ensuring service standards are met.
• Identifying bottlenecks, risks, recurring issues, and driving corrective actions.
• Developing and improving SOPs, workflows, and operational controls.
• Conducting RCA and implementing corrective and preventive actions.
• Preparing dashboards, MIS, and management reports.
• Converting operational data into actionable insights.
• Working with Sales, Supply Chain, Logistics, Quality, Finance, IT, Operations, and external partners.
• Managing customer escalations and improving customer experience.
• Leading or supporting projects related to process improvement, automation, digitisation, and customer experience.
• Supporting team performance reviews, capability development, and governance.

The candidate should have:

• Bachelor's degree; MBA/PGDM preferred.
• Minimum 6–8 years of experience in Customer Operations, Service Operations, Supply Chain, Fulfilment, or Customer Care.
• Experience in multi-location or high-volume operations preferred.
• Exposure to Healthcare, Optical, Retail, E-commerce, Supply Chain, or service-oriented businesses will be advantageous.
• Strong understanding of service operations and performance management.
• Ability to create SOPs, map processes, identify gaps, and drive standardisation.
• Strong analytical and numerical skills.
• Proficiency in Advanced MS Excel.
• Power BI or dashboarding exposure preferred.
• Strong RCA and problem-solving skills.
• Exposure to 5 Why, Pareto, PDCA, Lean, or Six Sigma preferred.
• Strong stakeholder management and cross-functional coordination skills.
• Good written and verbal communication skills.
• Ability to independently take ownership from issue identification to closure.

The ideal candidate should be operations-first, data-driven, process-oriented, and capable of independently driving improvement initiatives.