Merchant Device Service Operations & Customer Resolution - AVP - Supply Chain - Noida
On-siteNoida, Uttar Pradesh, India
Job Summary
Drive strategy and transformation for merchant service operations across support channels, field servicing, and device lifecycle support. Build scalable operating models for ticket resolution, field service deployment, outbound support, and merchant experience management. Lead AI-led service transformation initiatives including automation, intelligent routing, predictive troubleshooting, and self-service ecosystems. Improve key business metrics including resolution turnaround, merchant satisfaction, device uptime, and operational efficiency. Partner cross-functionally with product, engineering, business, analytics, and supply chain teams to solve large-scale operational and customer experience challenges. Manage strategic relationships with BPOs, service partners, and field operations vendors.
Required Qualifications
- 10–15+ years of experience across customer operations, service strategy, field operations, consulting, telecom, fintech, ecommerce, or consumer technology
- Strong problem-solving, operational excellence, and stakeholder management capabilities
Desired Qualifications
- Experience managing large-scale distributed operations or customer transformation programs
- Exposure to AI-enabled support ecosystems, automation, or tech-led service operations
- MBA from a premier B-school
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