Customer Operation Leader

BioLegend, Inc.; Maharashtra; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

BioLegend, Inc. is seeking a senior leader to develop and execute an integrated Customer Operations strategy aligned with long-term business objectives.

The role owns the customer care strategy across channels, setting service standards to improve response times and satisfaction. You will lead the OTR team through end-to-end order to revenue, coordinating with Sales, SIOP, and other functions to maximize fulfilment and ensure compliance, while driving AI and automation to enhance the customer

Responsibilities

• Develop and execute the organization’s integrated Customer Operations strategy aligned with long-term business objectives.
• Own the customer care strategy across all channels and set service standards that improve response times and satisfaction.
• Lead and supervise OTR team for the end-to-end Order to Revenue process, from order validation to fulfilment with Customer care operations and Sales & service.
• Align with Global Sales, Inventory, planning & Operations (SIOP) team to ensure maximum fulfilment against forecast.
• Ensure alignment between commercial commitments and operational delivery capabilities.
• Act as the escalation point for complex customer issues, resolving them and fixing root causes.
• Ensure adherence to public procurement regulations, tender conditions, and ethical business standards.
• Drive AI and automation to improve customer experience.
• Monitor all Customer Centric KPI’s set to improve the customer delight.

Job description

Key roles and responsibilities

• Develop and execute the organization’s integrated Customer Operations strategy aligned with long-term business objectives.
• Own the customer care strategy across all channels and set service standards that improve response times and satisfaction.
• Lead and supervise OTR team for the end-to-end Order to Revenue process, from order validation to fulfilment with Customer care operations and Sales & service.
• Align with Global Sales, Inventory, planning & Operations (SIOP) team to ensure maximum fulfilment against forecast.
• Ensure alignment between commercial commitments and operational delivery capabilities.
• Act as the escalation point for complex customer issues, resolving them and fixing root causes.
• Ensure adherence to public procurement regulations, tender conditions, and ethical business standards.
• Drive AI and automation to improve customer experience.
• Monitor all Customer Centric KPI’s set to improve the customer delight.

2. Logistics and Distribution (including Procurement)

• Plan and manage logistics, freight and last-mile delivery to agreed KPIs.
• Manage third‑party logistics providers, freight forwarders, and suppliers to optimize inventory, cost, and delivery.
• Oversee import, export, and customs clearance in line with HSN, International Trade Compliance, Incoterms, and safety standards.
• Lead procurement for local supplies and trade tenders to secure the best product and price.
• Own the Freight & Distribution budget, logistics purchase orders, and invoice approvals.

3. Process Improvement and Performance Monitoring

• Draft, review, and standardize Customer Care and Logistics Standard Operating Procedures (SOPs).
• Lead cross‑functional projects that improve cost and service efficiency.
• Track customer service and logistics KPIs, and present reports and recommendations to senior management.
• Ensure the Customer Care function fully compliant with process and participate all internal and external audits with zero tolerance for any non‑confirmative.
• Hold regular performance reviews with partners and quarterly business reviews with clients.

4. Leadership

• Lead the customer care, OTR and logistics teams, and set clear goals.
• Plan resources, schedules, and workload to cover peak demand.
• Train and develop staff and ensure compliance with company policies.
• Support hiring and succession planning.