Customer Operations - Lead · Bengaluru

Customer Operations - Lead is a delivery-focused opportunity based in Bengaluru, India.

Duties and Responsibilities: Team Leadership & People Management - Directly manage, coach, and develop a team of up to 10 Customer Operations Associates - Conduct regular 1:1s, performance reviews, and career development conversations - Set individual and team goals aligned with broader Customer Operations objectives, and track progress against defined service levels (SLAs) - Manage team scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels - Recruit, onboard, and train new team members; build and maintain onboarding/training materials - Foster a positive, accou

Key Responsibilities

• Duties and Responsibilities: Team Leadership & People Management - Directly manage, coach, and develop a team of up to 10 Customer Operations Associates - Conduct regular 1:1s, performance reviews, and career development conversations - Set individual and team goals aligned with broader Customer Operations objectives, and track progress against defined service levels (SLAs) - Manage team scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels - Recruit, onboard, and train new team members; build and maintain onboarding/training materials - Foster a positive, accou
• Own day-to-day Customer Operations - workflows with a focus on throughput, control, and process clarity.
• Track operational execution closely and intervene early when bottlenecks or exceptions emerge.
• Coordinate across teams to keep dependencies moving and stakeholders informed.
• Review reports, data, or reconciliations to identify gaps, risks, and corrective actions.
• Standardize repeatable processes and improve documentation so work is easier to execute reliably.
• Resolve escalations with urgency while preserving process integrity and service quality.
• Maintain clear records of outcomes, blockers, and action items for operational visibility.
• Partner with managers and functional teams to improve workflow design and turnaround times.
• Use operational metrics to prioritize improvement efforts and measure changes over time.
• Support audits, governance checks, or compliance requirements where process accuracy matters.
• Create structure in ambiguous situations and keep execution moving without excessive supervision.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in operations, commerce, business, or a related field.
• Strong analytical thinking with the ability to work through ambiguity and operational bottlenecks.
• Excellent coordination, communication, and stakeholder-management skills.
• Comfort working across data, process, and execution details to improve throughput.
• Strong ownership mindset with attention to detail and follow-through.
• Ability to balance process discipline with fast-moving business needs.

Applications should be submitted through the listed apply link.