Operations Service Excellence Manager

Apogee Services; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Apogee Services is seeking an experienced Operations Service Excellence Manager in Mumbai. The role focuses on driving customer satisfaction through NPS improvements and monitoring CRM activities to ensure timely case closures.

Responsibilities include aligning SOPs for audit readiness and supporting service revenue growth via customer engagement and upsell opportunities. Requires CRM expertise, strong communication in English, Hindi, and local language, and a Master's degree in Engineering or

Qualifications

• 7+ years of service industry experience preferred.
• Excellent CRM knowledge with ability to analyze data for improvements.
• Strong communication skills in English, Hindi, and local language.

Responsibilities

• Drive customer satisfaction by improving NPS and reducing churn.
• Monitor CRM activities and ensure timely case closures.
• Align SOPs and maintain audit readiness to improve operations.
• Support service revenue growth through customer engagement and upsell opportunities.

Skills

CRM knowledge

Analytical mindset

Communication skills

Education

Master's degree in Engineering or Science

Tools

CRM software

Job description

Were Hiring – Operations Service Excellence Manager

We're looking for a seasoned professional with 7+ years of service industry experience for a leading medical devices company.

Key focus areas:

• Driving customer satisfaction through NPS improvements
• Monitoring CRM activities and ensuring timely case closures
• Enhancing operational excellence with SOP alignment and audit readiness
• Supporting service revenue growth via customer engagement and upsell opportunities

What we're looking for:

• Strong CRM knowledge and analytical mindset
• Excellent communication skills (English, Hindi, local language)
• Master's degree in Engineering or Science preferred
• Location: Mumbai
• Travel: ~10 weeks annually