Delivery Operations Team Lead
On-site · Navi Mumbai, Maharashtra, India
Job Summary
Lead end-to-end delivery of CX operations across CRM, Social Media, Web Ops, and CX Analytics for the DRBU. Manage day-to-day performance of the CX operations, ensuring KPIs, SLAs, and quality standards are met consistently. Oversee resource and capacity planning for the DRBU CX team, ensuring optimal workload distribution and timely delivery. Coordinate CX campaigns, reporting cycles, dashboards, and performance reviews. Ensure CX initiatives and tools align with global frameworks and regional priorities. Act as primary escalation point for operational issues and drive data-driven decision-making, stakeholder engagement, and cross-functional collaboration. Lead and develop the DRBU CX team to deliver operational excellence, fostering a high-performing, collaborative culture focused on continuous improvement. Support pilots of new CX tools and technologies in partnership with Global CX and IDT teams.
Required Qualifications
- Bachelor’s degree in Marketing, Business, or related field (mandatory)
- Experience Required 6–7 years of CX Operations, CRM, Digital Marketing, or Analytics (6–7 years) including leadership of cross-functional teams
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