Head - HILT and CX Operations

Role Overview

Client is building the future of AI-powered customer experience where humans and AI work seamlessly together. We are seeking a senior leader to own and scale our HITL(Human-in-the-Loop) & Contact Centre Operations, a cornerstone of our AI-first enterprise offerings.

This role blends business leadership and operational execution. You will be accountable for designing the human capital layer that powers next-gen contact centres, driving adoption for contact centers, and ensuring world-class HITL delivery for enterprise clients. If you are excited about building a new business unit from the ground up, shaping how enterprises adopt AI + human hybrid models, and driving P&L ownership, this is the role for you.

Key Responsibilities :

Strategy & Ownership

• Own P&L for HITL Operations, balancing cost, quality, and scalability.
• Build and lead Nurixs HITL + Contact centre charter covering staffing, delivery workflows, vendor partnerships, and operational excellence.

Business Development & GTM

Shape commercial models and pricing strategies for CC engagements.

Partner with Sales & GTM teams to design, position, and sell HITL & CC offerings across enterprise accounts

Delivery & Operations Leadership

AI-Human Integration

Ideal Candidate Profile

Bonus Skills

Experience with GenAI / LLM-powered CX solutions.

Exposure to global delivery models and compliance

Track record of building new verticals or units from scratch.

Why Join?

Chance to combine business development with operational leadership.

Shape how enterprises globally adopt hybrid AI-human customer experience models.