Senior Manager - Customer Experience

ROLE OVERVIEW

We are looking for a Senior Manager to build a critical middle layer within our CX Operations team. You will act as the operational backbone, overseeing large-scale BPO partner sites, managing multi-location teams, and ensuring that operational excellence is delivered consistently across every customer touchpoint.

KEY RESPONSIBILITIES

• Manage and hold accountability for large-scale BPO/vendor partner operations (1000+ resources across multiple locations)

• Serve as the key interface between business leadership and BPO partners - govern SLAs,productivity, and quality

• Drive operational reviews: daily, weekly, and monthly governance cadences with partners and internal stakeholders

• Identify operational gaps and implement structured improvement plans

• Work closely with the workforce management and resource planning teams to ensure optimal capacity

• Own the escalation matrix for partner-led operations; resolve blockers swiftly

• Track and report key operational metrics to senior leadership

• Lead vendor reviews, contract discussions, and performance improvement plans as required

MUST-HAVE REQUIREMENTS

• 8-12 years of experience in CX or customer operations, with significant BPO/vendor management

exposure

• Proven experience managing 1000+ FTE across multiple geographies or BPO sites

• Strong understanding of CX operations metrics - AHT, CSAT, FCR, SLA adherence, shrinkage,etc.

• Excellent stakeholder management and negotiation skills

• Highly customer-obsessed with a bias for action and accountability

GOOD TO HAVE

• Experience managing both inbound and outbound contact centre operations

• Familiarity with workforce management tools (NICE, Verint, Aspect)

• Six Sigma / Lean certification or equivalent process management experience