Senior Manager - Customer Experience Operations

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