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Director - Customer Service

ConfidentialMumbai, India

9 days ago

Job description

We are seeking a dynamic and visionary leader to head our clients Customer Service organization. The role will oversee a large in-house team of over 300 professionals across service, installation, training, and quality.

About the Role

The incumbent will be responsible for building world-class customer experiences, shaping workflows end-to-end, and driving a customer-first culture across the organization. This role requires a leader who thinks brand-first, collaborates with multiple stakeholders, and can create a long-term impact by driving excellence in service delivery, customer satisfaction, and process transformation.

Responsibilities

Leadership & Strategy :

Lead and manage a 300-member customer service organization with direct oversight of service, installation, quality, and training functions.
Develop a long-term strategy (4-5 years) to deliver best-in-class customer service aligned with brand vision.
Build a high-performance culture that motivates teams and drives accountability.

Customer Experience & Service Excellence :

Design and optimize complete customer service workflows, ensuring seamless service and installation experiences.

Set and monitor key customer experience metrics (NPS, CSAT, First Contact Resolution, etc.).

Drive continuous improvement in service quality, leveraging training and quality teams effectively.

Stakeholder Management :

Work closely with leadership, operations, technology, and brand teams to ensure customer service is a true brand differentiator.

Collaborate with cross-functional teams to identify gaps and implement process improvements.

Brand Advocacy :

Ensure customer interactions reflect brand values and contribute positively to reputation.

Champion a customer-first mindset across the organization.

Qualifications

15-20 years of experience in customer service leadership, preferably with large in-house teams.

Strong exposure to service-centric industries like hospitality, financial services or consumer businesses with high-touch customer engagement.

Proven track record in building and scaling customer service functions.

Strategic thinker with operational excellence and the ability to translate vision into execution.

Strong leadership presence, with the ability to inspire and manage large teams.

Excellent communication and stakeholder management skills.

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Skills Required

Training, Process Improvement, Stakeholder Management

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Customer Service • Mumbai, India