Customer Operations Director
- Orange Business
- 15 - 24 years
- Noida, Gurugram
- 3 months ago
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Job Description
About the roleAbout the Role
The Customer Operation Director is a strategic leadership role responsible for elevating customer operations, ensuring service excellence, and cultivating a high-performance, customer-centric team culture. This role demands visionary leadership, cross-functional collaboration, and operational expertise to deliver seamless customer experiences and drive continuous improvement.
Job Purpose
As the local leader within MSC India, you will spearhead the customer operations teamincluding operations, project managers, and consultantsto deliver exceptional service quality and operational excellence. Your responsibilities include managing governance frameworks, fostering a collaborative team environment, and acting as the primary liaison for local stakeholders. You will oversee ITIL processes such as Incident, Problem, Change, and Release Management, ensuring effective stakeholder engagement and crisis management. Building strong relationships with global teams and driving customer satisfaction will be central to your success.
Key Responsibilities
Team Leadership & Inspiration: Lead, motivate, and unify the local team, fostering a collaborative "one team" culture. Act as the primary point of contact, instilling confidence and engagement.
Cross-Functional Collaboration: Partner with other departments to enhance service quality and customer satisfaction.
Governance & Operational Frameworks: Establish and maintain clear governance structures, roles, and responsibilities, ensuring continuous process improvement.
Customer-Centric Approach: Embed a customer-first mindset across all activities.
Talent Development: Drive team coaching, leadership development, and succession planning to build a trusted, high-performing team.
Effective Communication: Maintain transparent, proactive communication within the team and with stakeholders.
Operational Excellence: Ensure timely delivery of all commitments, uphold high standards, and promote organizational capabilities.
Change Management & Resilience: Lead through change, adapt to evolving customer needs, and manage challenges effectively.
Continuous Improvement: Foster a culture of innovation, process optimization, and best practices.
Service Ecosystem Collaboration: Work closely with operations and other functions to deliver a seamless customer experience.
Availability & Flexibility: Support European office hours with minimal breaks to ensure consistent coverage.
Mandate & Accountability: Operate with clear mandates, proactively leading to achieve operational success.
Stakeholder Engagement
Internal: Operations, Project Management, Customer Service, HR, Global & Regional Teams, Sales, Business Units, Finance
External: Customers, Partners, Vendors
Job Dimensions
Deep expertise in customer operations and service delivery
Strategic consultancy and operational guidance
Proactive leadership with a focus on continuous improvement
High-level presentation and communication skills
Experience managing diverse, remote teams
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Candidate Profile
Proven leadership and team-building skills
Strong organizational and governance capabilities
Customer-centric mindset with a focus on service quality
Excellent communication, negotiation, and interpersonal skills
Experience managing cross-functional teams and stakeholder relationships
Adaptability and resilience in dynamic environments
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Skills & Qualifications
Bachelors degree in Engineering, Business Management, or related fields; advanced leadership certifications are a plus
10-15 years of experience in customer-facing roles within IT and communications sectors, with a proven track record in customer operations and service management
Demonstrated leadership in managing remote and culturally diverse teams
Technical expertise in network and cybersecurity technologies (Cisco, Fortinet)
In-depth knowledge of ITIL frameworks (Incident, Problem, Change, Release Management)
Experience managing global customer operations across multiple time zones, including European hours
Project management certifications (PMP, Prince2) preferred
Strong analytical, problem-solving, and decision-making skills
Exceptional communication, negotiation, and relationship-building abilities
Resilience and agility in crisis and major incident management
Job Classification
Industry: Telecom / ISPFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Noida, Gurugram
Keyskills: Networ Services People Management Customer Engagement
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Orange Business
Orange Business Services is a global IT and communications services provider, with services in 220 countries. We help companies collaborate more effectively, operate more efficiently and engage better with their customers, connecting their people, sites and machines securely and reliably.
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