Job Title:  Director | Customer Experience | Hyderabad | Customer Strategy & Design

The Director is responsible for end-to-end ownership of client relationships, service delivery governance, and commercial performance for assigned contact center outsourcing programs. The role ensures alignment with client objectives, drives operational excellence, and enables sustainable revenue growth.

Key Responsibilities

1. Client Relationship Management

• Act as the primary executive point of contact for client stakeholders
• Build and maintain strong, long-term client partnerships
• Lead governance forums including weekly, monthly, and quarterly business reviews

2. Service Delivery Oversight

• Ensure delivery of KPIs, SLAs, and quality benchmarks across programs
• Drive continuous improvement in customer experience and operational efficiency
• Oversee risk management, compliance, and issue resolution

3. Commercial & Financial Management

• Own P&L for assigned accounts, including revenue, cost, and margin performance
• Identify growth opportunities including upsell and cross-sell
• Ensure accurate forecasting, budgeting, and financial reporting

4. Operations & Workforce Alignment

• Collaborate with Operations, WFM, Training, and Quality teams to ensure optimal delivery
• Support capacity planning, ramp-up/down strategies, and productivity improvements

5. Stakeholder & Governance Management

• Interface with senior client leadership and internal executives
• Ensure adherence to contractual commitments and governance frameworks

6. Transformation & Innovation

• Drive adoption of digital, automation, and AI-led solutions
• Lead transformation initiatives to improve efficiency and CX outcomes

Key Performance Indicators (KPIs)

• SLA and KPI adherence
• Client satisfaction (CSAT / NPS)
• Revenue growth and account profitability
• Operational efficiency (AHT, productivity, utilization)
• Employee engagement and attrition

Qualifications & Experience

• Bachelor’s degree required; MBA preferred
• 12–18 years of experience in contact center outsourcing / BPO
• Proven experience managing large enterprise accounts
• Strong understanding of contact center operations, WFM, and CX metrics

Skills & Competencies

• Executive stakeholder management
• Financial acumen and P&L ownership
• Strong leadership and team collaboration
• Strategic thinking with operational execution focus
• Excellent communication and negotiation skills

Reporting Structure

• Reports to: Engagement Partner
• Direct Reports: Program Directors / Operations Leaders (as applicable)