Customer Execution Delivery Manager
On-siteHyderabad, Telangana, India
Job Summary
Lead and manage daily operations of assigned customer service teams to deliver best-in-class experiences aligned with global GCX-OTC standards. Drive improvements in customer satisfaction, response times, and resolution quality while acting as the escalation point for complex issues. Oversee order-to-cash activities including order management, inquiries, and dispute resolution, ensuring adherence to global SOPs and SLAs. Partner cross-functionally with Finance, Supply Chain, and Technology to optimize workflows and leverage platforms like SAP and Salesforce for data-driven decision-making. Lead continuous improvement initiatives focused on process optimization and automation within a fast-paced global environment.
Required Qualifications
- 6–8 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
- 2–4 years of people management experience, preferably in a global or shared services model
- Experience leading contact center teams
- Experience supporting process improvement or transformation initiatives
- Familiarity with ERP and CRM platforms such as SAP and Salesforce
- Data-driven approach with experience using performance metrics and analytics
- Bachelor's degree
Desired Qualifications
- Master's degree
- Experience working with U.S.-based companies or global stakeholders
- exposure to outsourced environments
- Spanish and/or French language proficiency
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