Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and manage a team of 15+ employees across operations, customer success, support, training, and coordination functions.
  
• Conduct daily team huddles, weekly reviews, and monthly performance discussions.
  
• Establish clear goals, KPIs, and performance expectations.
  
• Develop succession plans and identify future leaders.
  
• Drive employee engagement, productivity, and retention initiatives.
  
• Support hiring, onboarding, training, and workforce planning activities.
  

Operations Management

• Oversee end -to -end operational processes and service delivery.
  
• Ensure adherence to company policies, SOPs, and operational standards.
  
• Monitor workload distribution and resource utilization.
  
• Identify operational bottlenecks and implement corrective actions.
  
• Drive continuous improvement initiatives to enhance efficiency and productivity.
  
• Manage customer and employee escalations effectively.
  

Process Excellence & Quality Management

• Design, document, and maintain Standard Operating Procedures (SOPs).
  
• Conduct process audits and quality reviews.
  
• Establish service quality benchmarks and operational controls.
  
• Ensure compliance with organizational and regulatory requirements.
  
• Promote a culture of continuous improvement.
  

Performance Management & Reporting

• Develop and maintain operational dashboards and MIS reports.
  
• Track productivity, quality, SLA adherence, and team performance.
  
• Analyze business trends and recommend improvement opportunities.
  
• Present operational performance reviews to senior leadership.
  

Customer & Stakeholder Management

• Collaborate with internal and external stakeholders to ensure seamless execution.
  
• Build strong working relationships across departments.
  
• Resolve escalations in a timely and professional manner.
  
• Support business growth initiatives and strategic projects.
  

Technology, AI & Automation

• Leverage CRM, workflow, and reporting tools to improve operational efficiency.
  
• Identify opportunities for process automation and AI adoption.
  
• Drive digital transformation initiatives across operational functions.
  
• Utilize AI -powered tools to improve productivity, reporting, workforce planning, customer engagement, and decision -making.
  
• Stay updated on emerging technologies and recommend innovative solutions.
  

Key Performance Indicators (KPIs)

• Team Productivity
  
• SLA Adherence
  
• Quality Scores
  
• Customer Satisfaction (CSAT)
  
• Employee Engagement & Retention
  
• Escalation Resolution Time
  
• Process Compliance
  
• Operational Efficiency
  
• Cost Optimization
  
• Automation Adoption
  
• Business Growth Support
  

Requirements

Required Qualifications

• Bachelor's Degree in Business Administration, Operations Management, Engineering, or related discipline.
  
• MBA preferred but not mandatory.
  
• 8–15 years of experience in Operations, Customer Success, Customer Support, Service Delivery, Recruitment Operations, or Business Process Management.
  
• Minimum 3–5 years of experience managing teams of 10+ employees.
  

Required Skills

Leadership & People Management

• Team Leadership
  
• Coaching & Mentoring
  
• Performance Management
  
• Stakeholder Management
  
• Conflict Resolution
  
• Change Management
  

Operational Excellence

• Process Improvement
  
• Service Delivery Management
  
• Workforce Planning
  
• Quality Management
  
• Escalation Management
  
• Risk Assessment
  

Analytical Skills

• Data Analysis
  
• MIS & Reporting
  
• KPI Management
  
• Root Cause Analysis
  
• Business Performance Monitoring
  

Technology Skills

• CRM Platforms
  
• Microsoft Excel
  
• Google Workspace
  
• Power BI / Tableau
  
• Project Management Tools
  
• Workflow Automation Tools
  

Preferred Qualifications

Candidates with experience in the following domains will be preferred:

• Recruitment & Staffing Operations
  
• Customer Success Operations
  
• BPO / KPO Operations
  
• Training & Placement Operations
  
• Shared Services
  
• EdTech Operations
  
• Technology -Enabled Services
  

AI & Machine Learning Advantage

Candidates possessing working knowledge or hands -on experience in the following areas will be given preference:

• Artificial Intelligence (AI)
  
• Machine Learning (ML)
  
• Generative AI Tools
  
• Conversational AI
  
• Workflow Automation
  
• AI -Powered Analytics & Reporting
  
• Large Language Models (LLMs)
  
• Process Automation Platforms
  

Preference will be given to candidates who have successfully implemented AI -driven operational improvements, automation initiatives, productivity enhancement programs, or digital transformation projects within their organizations.

What Success Looks Like

Within the first three months, the successful candidate should be able to:

• Establish strong operational governance.
  
• Improve team productivity and accountability.
  
• Reduce process inefficiencies and escalations.
  
• Strengthen customer and stakeholder satisfaction.
  
• Implement automation and AI -led productivity improvements.
  
• Build a high -performing and scalable operations team.
  

Selection Process

CX25WW Screening & Evaluation Process

Step 1: Application Submission

Step 2: Operations Leadership Self -Assessment

Step 3: Assessment Review & Submission Evaluation

Step 4: Role Briefing and Preliminary Discussion with CX25WW Human HR Team

Step 5: Profile Endorsement and Referral to Company HR

Step 6: Company HR Interview Round

Step 7: Operations Leadership Interview Round

Step 8: Senior Management / Business Leadership Interview

Step 9: Reference Verification (If Applicable)

Step 10: Offer Discussion & Final Offer Release

Benefits

Compensation & Benefits

• Competitive Fixed Salary upto 14 Lakhs
  
• Performance -Based Incentives
  
• Leadership Development Opportunities
  
• Exposure to AI, Automation, and Digital Transformation Projects
  
• Collaborative and Growth -Oriented Work Environment

Equal Opportunity Statement

We are committed to building an inclusive workplace and encourage applications from women professionals, persons with disabilities (PwD), veterans, career returnees, and candidates from diverse backgrounds.

At CX25WW, we believe future -ready leaders combine operational excellence with technology adoption, people leadership, and continuous innovation.