Director Customer Experience

Hralways; Dadri; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Hralways in India seeks a seasoned leader to head Customer Experience Shared Services, owning offshore delivery, transformation, and global stakeholder alignment.

You will drive end-to-end offshore transformation across CRM Back Office, Collections, Insights, and Service Recovery, build DSS, govern cross-functional teams, and push AI-enabled service operations using Salesforce workflows.

Qualifications

• 15+ years of experience in large-scale customer operations or shared services.
• 8–10 years leading global offshore delivery centres.
• Experience in transformation, migration, and automation.

Responsibilities

• Lead end-to-end offshore transformation across CRM Back Office, Collections, Customer Insights, and Service Recovery.
• Build and operationalize offshore DSS capability: recruitment, onboarding, training, governance, and workforce planning.
• Ensure seamless coordination between global business teams and offshore operations, covering CRM, Collections, Finance, Legal, Handover, IT, and CX functions.
• Drive productivity, service recovery, collections effectiveness, and customer experience metrics through structured intervention and turnaround initiatives.
• Champion digital transformation, AI-enabled service operations, and Salesforce workflow automation.
• Establish governance frameworks for quality, compliance, and performance culture across high-growth teams.

Job description

Location: India (Offshore Delivery for Global Operations)

We are seeking a seasoned leader to spearhead Customer Experience Shared Services operations. This role will be the single point of accountability for offshore delivery, driving transformation, operational excellence, and global stakeholder alignment.

Key Responsibilities

• Lead end-to-end offshore transformation across CRM Back Office, Collections, Customer Insights, and Service Recovery.
• Build and operationalize offshore DSS capability: recruitment, onboarding, training, governance, and workforce planning.
• Ensure seamless coordination between global business teams and offshore operations, covering CRM, Collections, Finance, Legal, Handover, IT, and CX functions.
• Drive productivity, service recovery, collections effectiveness, and customer experience metrics through structured intervention and turnaround initiatives.
• Champion digital transformation, AI-enabled service operations, and Salesforce workflow automation.
• Establish governance frameworks for quality, compliance, and performance culture across high-growth teams.

Candidate Profile

• 15+ years of experience in large-scale customer operations, CRM back-office, collections, or shared services.
• Minimum 8–10 years managing global offshore delivery centres and transition programs.
• Proven success in operating model transformation, process migration, and automation enablement.
• Strong exposure to customer operations in BPOs/GBS across real estate, finance, telecom, or utilities.
• Hands-on expertise with Salesforce case management, SLA governance, contact centre platforms (Genesys or equivalent), and AI-enabled service operations.
• Excellent communication, executive presence, and ability to manage cross-functional transformation.
• Stable career trajectory with demonstrated leadership in scaling offshore operations.