CX Delivery Site Lead

logitech; Bengaluru; Hybrid; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid work model

Work-from-home flexibility

Job summary

Logitech is seeking a CX Operational Delivery Lead based in India to drive vendor oversight and operational excellence across Logitech's global CX operations. You will focus on performance, quality, and scalability while collaborating with global CX teams to align with business goals.

In this role, you will evaluate vendor KPIs, manage SLAs, and implement systematic improvements. You will create dashboards, share best practices, and ensure consistent customer care delivery through global

Qualifications

• Experience in managing BPO/third-party vendor operations with KPI oversight.
• Proven track record of driving operational excellence in CX or service delivery.
• Familiarity with global CX initiatives and vendor partnerships.
• Ability to use dashboards to monitor and optimize performance.

Responsibilities

• Lead and oversee CX vendor operations ensuring service delivery meets performance standards.
• Evaluate and manage vendor KPIs, SLAs, and issue resolution.
• Collaborate with vendors to streamline processes and remove bottlenecks.
• Conduct periodic reviews and calibrations to drive improvements.
• Be the main point of contact for vendor partnerships and daily operations.
• Develop global CX performance standards and dashboards.

Skills

Vendor management

KPI/SLA management

Data-driven insights

Operations excellence

English fluency

Education

Bachelor's degree

Job description

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Role:

The CX Operational Delivery Lead drives operational efficiency across Logitech's global CX operations by focusing on vendor management and championing performance excellence initiatives. Based in India, this role will lead vendor oversight while driving systematic improvements to ensure quality, scalability, and alignment with organizational CX goals.

You'll play a vital role, managing CX vendors with a keen focus on delivering best-in-class customer service and acting as an ambassador for improving process and performance standards across the CX organization.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you'll need for success at Logitech.

In this role, you will:

• Lead and oversee the operations of a key CX vendor(s), ensuring that service delivery meets performance standards and business goals.
• Evaluate and manage vendor KPIs, performance agreements, and operational issue resolution to ensure smooth and consistent delivery of customer care services.
• Continuously collaborate with vendors to streamline processes, remove bottlenecks, and ensure alignment with Logitech's customer-focused methodologies.
• Prepare and execute periodic reviews, calibrations, and other performance assessments to identify areas for improvement and drive results.
• Serve as the main point of contact for vendor partnerships, ensuring day-to-day operational efficiency.
• Develop and implement global CX performance optimization standards based on findings and best practices established in operations.
• Partner with Logitech's global and regional CX teams to identify operational inefficiencies or gaps and implement systemic solutions to raise quality and consistency.
• Create and roll out performance dashboards, setting a global standard for metrics tracking and reporting across all partner teams.
• Foster knowledge-sharing between vendors globally to improve methodologies and benchmark performances.
• Collaborate with internal teams on CX strategy alignment, ensuring performance excellence contributes to Logitech's overall CX objectives.

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

• Minimum 5 to 10 years of experience. Strong experience in managing BPO/third-party vendor operations, with direct responsibility for performance oversight and KPI/SLA management.
• A proven track record of driving operational excellence and performance improvements in customer experience or service delivery environments.
• Familiarity with managing CX vendor partnerships and collaborating on global initiatives.
• Expertise in using data-driven insights and dashboards to monitor, report, and optimize performance.
• Strong organizational and multitasking skills to manage local partnerships while implementing global performance initiatives.
• Confidence and skill in communicating and collaborating across all levels of the organization.
• Fluency in English; proficiency in additional Indian languages is a bonus.

In addition, preferable skills and behaviors include:

• General understanding of global CX trends and practices to benchmark effectively.
• Ability to identify operational risks and propose forward-thinking solutions.
• High enthusiasm, coupled with an ability to rally and inspire partner teams globally.

Education:

Bachelor's degree or equivalent experience in a relevant field.

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences.

Don't meet every single requirement? Not a problem.

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can't wait to tell you more about them being that there are too many to list.