Job Title: Operations Manager – Customer Experience & Service Delivery
Department: Operations
Location: Kolkata
Employment Type: Full-Time
Reporting To: Chief Operating Officer
Role Overview
We are seeking a dynamic and result-driven Operations Manager to oversee customer experience, service delivery, and revenue optimization. The role involves managing customer support operations, handling escalations, driving conversions, and ensuring a seamless customer journey from onboarding to post-service engagement.
The ideal candidate will combine customer-centric thinking with strong operational control, ensuring high satisfaction, retention, and business growth.
Key ResponsibilitiesCustomer Experience & Service Operations
- Oversee end-to-end customer interaction across calls, WhatsApp, and social media channels, ensuring prompt, professional, and empathetic communication.
- Establish and enforce response time standards to ensure no customer query remains unanswered.
- Monitor quality of customer interactions and implement continuous improvement measures.
Escalation Management & Customer Retention
- Take ownership of high-risk and escalated customer issues, ensuring timely and effective resolution to prevent customer churn.
- Develop structured escalation handling frameworks and service recovery protocols.
- Personally intervene in cases involving dissatisfied or high-value customers to rebuild trust and retain business.
- Coordinate with internal teams to ensure root cause analysis and long-term resolution of recurring issues.
Customer Engagement, Conversion & Upselling
- Design and implement onboarding processes for new customers, including outbound calls to users who download the mobile application.
- Drive conversion of new users into paying customers by promoting services, offers, and discounts.
- Identify and implement upselling and cross-selling opportunities during customer interactions to increase revenue.
- Monitor customer lifecycle and introduce engagement strategies to maximize repeat business.
Feedback Management & Service Recovery
- Oversee customer feedback systems and ensure all negative or low-rated reviews are promptly addressed.
- Engage with dissatisfied customers to understand concerns, resolve issues, and improve overall experience.
- Encourage customers to update their feedback based on improved service experience in an ethical and customer-centric manner.
Team Coordination & Cross-Functional Alignment
- Work closely with sales, operations, and support teams to ensure seamless issue resolution and service delivery.
- Guide and supervise customer care executives, ensuring adherence to quality standards and SOPs.
- Train teams on communication, empathy, and customer handling best practices.
Data Management, Reporting & Process Control
- Ensure maintenance of structured trackers for customer interactions, issues, and resolutions.
- Analyze customer data, complaints, and feedback trends to identify areas of improvement.
- Track key performance metrics such as response time, resolution time, customer satisfaction, and conversion rates.
- Present regular reports and actionable insights to management.
Process Improvement & Operational Excellence
- Develop and implement SOPs to enhance efficiency and consistency in customer handling.
- Identify operational gaps and implement corrective actions to improve service delivery.
- Continuously optimize workflows to enhance customer satisfaction and operational productivity.
Key Skills & Competencies
- Strong leadership and team management skills
- Excellent communication and customer handling ability
- Proven experience in escalation management and service recovery
- Sales mindset with ability to drive conversions and upselling
- Analytical thinking and data-driven decision-making
- High ownership and accountability
Preferred Qualifications
- Bachelor’s degree in Business Administration / Operations / Management
- 3–5 years of experience in customer operations, preferably in service-based or BPO environments
- Experience in managing customer lifecycle, retention, and revenue growth
Key Expectations
- Ensure high customer satisfaction and retention
- Minimize customer escalations and churn
- Drive revenue through customer conversion and upselling
- Maintain operational efficiency and service quality
- Take complete ownership of customer experience and service delivery
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
Application Question(s):
- This is a Work from Office position. Are you comfortable travelling to Ballygunge in South Kolkata for the job?
- This post is only open for the applicants from Kolkata and not for outstation candidates. Kindly confirm if you are a resident of Kolkata.
- Do you have experience in managing operations in a BPO or service-based environment?
- The position requires minimum 3 years experience in Operations Management. How many years of experience do you have in Operations / Project Management?
Work Location: In person
