Job Title:  Senior Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

Deloitte.

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Senior Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

• Job requisition ID: 101682

• Location: Hyderabad 
• Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Role Overview: The Operations Manager – Product Support is responsible for overseeing the end‑to‑end delivery of product support operations, ensuring consistent performance, operational excellence, and scalability. The role involves managing key delivery metrics, driving governance across internal and external stakeholders, and ensuring that the support organization operates efficiently, compliantly, and in alignment with business objectives. This position requires strong leadership in managing large teams, ensuring workforce readiness, optimizing capacity, and maintaining service stability. The Operations Manager acts as a strategic partner to clients and internal teams, ensuring high satisfaction levels, effective risk management, and seamless business continuity.

Key Responsibilities - The Operations Manager leads service delivery across product support functions, ensuring operational efficiency, strong client engagement, and sustainable performance. They are responsible for maintaining service quality, optimizing workforce capacity, and ensuring compliance with contractual and organizational standards.

Delivery Management

• Own overall service delivery performance
• Drive KPIs such as CSAT/TNPS, Quality, and Productivity
• Ensure stability, efficiency, and scalability of operations

Governance & Stakeholder Management

• Lead business reviews and governance forums
• Manage client relationships, communication, and escalations
• Develop and present performance insights and reporting

Workforce & Capacity Management

• Align staffing levels with demand and forecast models
• Ensure optimal productivity and resource utilization
• Support team ramp‑ups, ramp‑downs, and capacity planning

Risk & Compliance Management

• Ensure adherence to compliance standards, quality frameworks, and contractual obligations
• Identify operational risks and execute mitigation plans

Expectations from the Individual

• Deliver consistent, predictable operational performance
• Maintain and strengthen client relationships
• Drive strategic and operational initiatives to improve efficiency
• Ensure business continuity, stability, and resilience

Required Qualifications

• 8–12 years of experience in contact center or product support operations
• Experience managing large-scale teams

Skills Required -

Skill Category

Skills Included

Functional Skills

• Operations and performance management

• Stakeholder management

Communication Skills

• Strong executive communication

• Versant C1 preferred

Analytical Skills

• Data‑driven decision making

Behavioral & Cultural Fit

• Strategic thinking capability

• Strong leadership presence

• High ownership and accountability

• Ability to manage complex, high‑scale environments

Success Metrics

• Overall program performance (CSAT, QA, productivity)
• Client satisfaction
• Operational efficiency
• Scalability and stability

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.