CAO IP Expert

Infinera; Bengaluru; Hybrid; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Hybrid working arrangements

Medical insurance for you and family

Career growth & mobility

Maternity/Paternity leave

Job summary

Nokia seeks a CAO IP Expert in Bengaluru to lead a customer support team and drive operational excellence. The role focuses on team leadership, advanced analytics, and seamless business integration in a mixed work environment.

You will oversee day-to-day operations, KPI tracking, and develop talent while ensuring adherence to Care processes and effective change management with partners.

Qualifications

• 6+ years of leading customer support teams.
• Advanced analytical skills to solve complex problems.
• Strong leadership and mentoring abilities to guide team members.

Responsibilities

• Lead and mentor a customer support team with professional guidance.
• Manage day-to-day operations and resource allocation.
• Track team skills and ensure readiness through training.
• Monitor KPIs and drive continuous improvement.
• Handle customer satisfaction issues and feedback effectively.
• Coordinate change management with Care partners and teams.

Skills

Team leadership

Analytical skills

Communication

Change management

Customer support understanding

Tools

CRM systems

Quality management tools

Job description

Job Description:

The CAO IP Expert will play a vital role, leading a team and driving operational excellence. This position requires a professional with extensive experience in customer support and a proven track record of successful team leadership. The ideal candidate will possess advanced analytical skills, a deep understanding of business integration, and the ability to work effectively in a mixed environment.

Responsibilities

• Lead and mentor a customer support team, providing professional advice and guidance.


• Manage day-to-day operational performance and ensure efficient resource allocation.


• Identify and track team skills, ensuring readiness through appropriate training.


• Ensure adherence to Care processes and track team KPIs for continuous improvement.


• Handle customer satisfaction issues and external/internal feedback effectively.


• Monitor quality performance and implement corrective actions to maintain high service standards.


• Support Care customer interfaces by providing necessary competencies and tools.


• Facilitate career development and promote knowledge sharing within the team.


• Manage communications with Care partners for change management and continuous improvements.


• Stay updated on company strategy and communicate it effectively to the team.

Qualifications

• Extensive experience (6+ years) in leading customer support teams is mandatory.


• Advanced analytical skills to solve complex problems and offer new perspectives.


• In-depth business knowledge and understanding of integrated business areas.


• Excellent leadership and mentoring abilities to guide and develop team members.


• Strong communication skills for effective collaboration and strategy alignment.


• Ability to work in a mixed environment and adapt to changing business needs.


• Proficiency in relevant tools and quality systems for customer support.


• Experience in managing day-to-day staff management issues, including resource management.


• A proactive approach to career development and continuous improvement.


• A strong work ethic and a commitment to delivering high-quality customer service.

*The organization is evolving. While no final decisions have been taken, Nokia is planning to divest the PB ECE unit towards 1H 2027 and this role is planned to be moving to Aurelius as part of a stand-alone business. Nokia to sell Enterprise Campus Edge business to AURELIUS

*The position currently benefits from Nokia's standard employment terms and benefits. Subject to completion of the contemplated transaction and the role's transfer to the acquiring company, it is expected that broadly comparable employment terms and benefits will be maintained post-closing.

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Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.

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Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

Some of our benefits in India:

• Flexible and hybrid working arrangements to support work-life balance


• Health and well-being support – medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups


• A minimum of 90 days of Maternity and Paternity Leave based on eligibility


• Personal Support Service 24/7 – a confidential support channel open to all Nokia employees and their families in challenging situations


• Career growth & mobility – technical career paths, job rotations, international assignments, and relocation support


• Continuous learning – technical certifications, mentoring programs, coaching, and digital learning platforms


• Opportunities to innovate and contribute through Nokia's research and development environment


• Recognition programs that celebrate outstanding contributions


• Workplace support – ergonomic working support and mobile device programs based on eligibility

Requirements: