VP - Contact Center Operations
ConfidentialGurugram, Gurgaon / Gurugram, India5 days ago
Job descriptionUltimate KPI Accountability : Hold ultimate accountability for all Customer Service performance metrics, including service level agreements (SLAs), Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), and Quality . Technology & Automation : Spearhead the strategic adoption of AI, Machine Learning, and advanced self-service technologies to deflect contact volume and enable the human support team to focus on complex, high-value interactions. WFM & Capacity Planning : Direct the Workforce Management (WFM) strategy, ensuring high-accuracy forecasting and planning to optimize staffing models for 24 / 7 operations across multiple geographies and high seasonal peaks. Voice of the Customer (VOC) : Champion the VOC within the executive team, establishing governance forums and processes to translate systemic customer pain points (derived from Contact Center data) into prioritized Product, Technology, and Policy changes. Quality Governance : Establish and enforce a rigorous global Quality Assurance (QA) and Audit framework to maintain a consistently high standard of service and compliance across all partner and internal sites. Crisis & Escalation Management : Serve as the final escalation point for the most severe crises, legal issues, or media-sensitive customer cases, personally overseeing resolution to protect the company's public image. Executive Talent Development : Recruit, mentor, and develop a high-calibre leadership team (Senior Managers and Directors) to ensure strong succession planning and operational delivery. Vendor Management : Own the strategic relationships with all Business Process Outsourcing (BPO) partners, negotiating contracts, setting performance targets, and driving governance to ensure BPOs operate as a seamless extension of the company brand. Culture & Engagement : Cultivate a positive, high-performance, and customer-obsessed culture across the entire global operation. 12+ years of progressive experience in Customer Service or Contact Center Management, with 5+ years at a senior leadership leading global or large regional operations (500+ FTEs). Mandatory experience within a leading E-commerce, Hyper-local, FinTech, or large-scale B2C technology company. Proven ability to set strategic direction and regularly present to the top leadership . Deep expertise in Contact Center technology stacks (e.g., CRM, IVR, ACD, WFM systems) and a demonstrated data-first approach to driving operational strategy and investment decisions. Exceptional negotiation, vendor management, crisis management, and cross-functional influencing skills at the executive level. Bachelor's degree in Business, Engineering, or a related field. MBA or an advanced degree is highly preferred. We're looking for people with high standards, who understand that hard work matters. You need to be relentlessly resourceful and operate with a deep bias for action. We need people with the courage to be fiercely original. noon is not for everyone; readiness to adapt, pivot, and learn is essential.
About noon
We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a VP - Contact Center Operations who can help us move even faster.
noon's mission : Every door, every day.
What you'll do :
Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
The Vice President of Contact Center and Customer Operations is an executive leader responsible for defining and executing the strategic vision for the company's global customer support ecosystem. This role owns the end-to-end customer service experience, driving innovation, operational excellence, cost optimization, and employee engagement across all customer contact channels to protect and enhance brand loyalty and retention.
Key Responsibilities
1. Strategic Leadership & Vision
- CX Strategy : Define a multi-year, strategic roadmap for the Contact Center operations, aligning it with the overall e-commerce business goals (e.g., expansion, product launch, cost reduction, premium CX differentiation).
- Global Scale & Infrastructure : Oversee the management and continuous optimization of a large-scale, multi-site, multi-channel (Voice, Chat, Email, Social, Self-Service, AI) global contact center infrastructure, including internal teams and third-party BPO partners.
- Budget & Financial Control : Own and manage the multi-million dollar annual operating budget for Customer Operations, driving aggressive targets for cost-to-serve reduction through efficiency, technology, and automation initiatives.
2. Operational Excellence & Performance
3. Customer Experience & Quality
4. People & Vendor Leadership
What you'll need :
Who will excel
Skills Required
Crisis Management, Quality Assurance, e-commerce, Ai, Ivr, ACD, Machine Learning, Crm, Vendor Management, Workforce Management, Contact Center Management, fintech
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Contact Center • Gurugram, Gurgaon / Gurugram, India
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