Head - Client Success & Customer Operations

Title: Head - Client Success & Customer Operations

Employment Type: Full-time

Department: Customer Success & Operations

Experience required: 10+ years

Working mode: In-office (on-site)

Location: Sector 53, Gurgaon

Industry: BPO (International)

Salary: Best in industry

About the Role

We are seeking a dynamic and experienced Head of Customer Success & Operations to lead

our client-facing teams within the BPO sector. The ideal candidate will have deep experience

in managing large-scale BPO operations, a strong client engagement background, and

excellent communication and presentation skills.

Key Responsibilities

● Lead and manage the Customer Success and Operations teams across multiple client

accounts and projects.

● Drive operational excellence, ensuring process adherence, SLA compliance, and

consistent service quality.

● Maintain strong relationships with key clients, acting as the senior point of contact

and representing the company professionally.

● Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction,

retention, and account growth.

● Develop and implement strategies to optimize operational efficiency, reduce costs,

and improve service levels.

● Monitor performance metrics, prepare reports, and provide actionable insights to

the leadership team.

● Mentor and develop high-performing teams, fostering a culture of accountability,

customer focus, and continuous improvement.

● Collaborate with internal stakeholders to address client needs and implement

solutions.

● Drive change management initiatives to streamline processes and enhance the client

experience.

Required Qualifications & Skills

● 10+ years of experience in the BPO industry, with significant exposure to client-facing

roles and operations management.

● Proven experience managing large teams and handling multiple client accounts

simultaneously.

● Excellent communication, presentation, and interpersonal skills.

● Highly presentable, confident, and able to represent the organization to senior client

stakeholders.

● Strong leadership and team-building capabilities.

● Deep understanding of BPO operational processes, KPIs, and service delivery

standards.

● Analytical mindset with the ability to make data-driven decisions.

● Experience in implementing process improvements and operational best practices.

Preferred Skills

● Experience with global clients or multi-location operations.

● Knowledge of CRM, workforce management, or ticketing tools used in BPO

operations.

● Strategic planning and performance management expertise.