Customer Contact Director

You are a hands-on, commercially driven leader who thrives in fast-paced, high-growth environments and has a passion for building world-class customer operations and leveraging technology to drive continuous improvement. As the Customer Contact Director for a highly recognisable global online restaurant tech business based in Chennai, you will lead and transform a large-scale, multi-functional operation. **Role Overview:** As the Customer Contact Director, you will take ownership of a complex, high-volume, multi-channel customer contact ecosystem. You will lead diverse teams across multiple disciplines to drive operational excellence, innovation, and customer satisfaction at scale. This is a very hands-on role that requires you to be proactive and take charge of various aspects of the operation. **Key Responsibilities:** - Lead and inspire a large, multi-functional operation covering: - Customer & client support - Technical support - Back-office app development - Billing & collections - Workforce Management (WFM) - Training & Quality - Analytics & Insights - Social media engagement - Client integrations - Drive end-to-end process improvement initiatives, identifying inefficiencies, and implementing scalable solutions. - Partner closely with global stakeholders to align operational strategy with business objectives. - Champion technology adoption and innovation, leveraging tools and data to enhance performance and customer experience. - Build a culture of accountability, curiosity, and continuous improvement. - Ensure delivery against key KPIs including customer satisfaction, service levels, and operational efficiency. **Qualifications Required:** - Proven experience leading large-scale customer contact or BPO operations in a complex, fast-paced environment. - Strong track record in process optimization, transformation, and operational excellence. - Deep interest in technology, automation, and digital transformation. - Hands-on leadership style with the ability to dive into detail while maintaining strategic oversight. - Highly curious, adaptable, and comfortable navigating ambiguity. - Experience managing diverse, cross-functional teams at scale. - Excellent stakeholder management skills, with global exposure preferred. *This is a permanent role, not a contract. It will require someone to commit to relocation to Chennai for what could be the adventure of a lifetime!* You are a hands-on, commercially driven leader who thrives in fast-paced, high-growth environments and has a passion for building world-class customer operations and leveraging technology to drive continuous improvement. As the Customer Contact Director for a highly recognisable global online restaurant tech business based in Chennai, you will lead and transform a large-scale, multi-functional operation. **Role Overview:** As the Customer Contact Director, you will take ownership of a complex, high-volume, multi-channel customer contact ecosystem. You will lead diverse teams across multiple disciplines to drive operational excellence, innovation, and customer satisfaction at scale. This is a very hands-on role that requires you to be proactive and take charge of various aspects of the operation. **Key Responsibilities:** - Lead and inspire a large, multi-functional operation covering: - Customer & client support - Technical support - Back-office app development - Billing & collections - Workforce Management (WFM) - Training & Quality - Analytics & Insights - Social media engagement - Client integrations - Drive end-to-end process improvement initiatives, identifying inefficiencies, and implementing scalable solutions. - Partner closely with global stakeholders to align operational strategy with business objectives. - Champion technology adoption and innovation, leveraging tools and data to enhance performance and customer experience. - Build a culture of accountability, curiosity, and continuous improvement. - Ensure delivery against key KPIs including customer satisfaction, service levels, and operational efficiency. **Qualifications Required:** - Proven experience leading large-scale customer contact or BPO operations in a complex, fast-paced environment. - Strong track record in process optimization, transformation, and operational excellence. - Deep interest in technology, automation, and digital transformation. - Hands-on leadership style with the ability to dive into detail while maintaining strategic oversight. - Highly curious, adaptable, and comfortable navigating ambiguity. - Experience managing diverse, cross-functional teams at scale. - Excellent stakeholder management skills, with global exposure preferred. *This is a permanent role, not a contract. It will require someone to commit to relocation to Chennai for what could be the adventure of a lifetime!*