Leads strategic programs, cross-functional initiatives, process improvements, and operational performance reporting. Oversees customer support for international shipments, resolves service issues, monitors KPIs, develops workflows and playbooks, and partners with Operations, IT, Product, Customer Service, analysts, and account managers to improve service quality, customer satisfaction, efficiency, and profitability.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Program & Project Leadership:
- Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.
- Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability.
- Track project milestones, identify and mitigate risks, and provide regular status updates to leadership.
- Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability.
Performance Management & Reporting
- Monitor operational performance metrics, including internal and customer-facing KPI’s.
- Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making.
- Identify opportunities for account growth, process optimization and continuous improvement.
Scope of Responsibility:
- Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region.
- Address and resolve customer service issues while ensuring alignment with business and operational objectives.
Team Collaboration:
- Collaborate closely with Operations, IT, Product and Customer Service teams to enhance service quality and customer experience.
- Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities.
- Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives.
- Support and lead special projects as assigned to meet evolving business needs.
Other Skills/ Abilities:
- Excellent organizational skills
- Excellent written and verbal skills, including presentation skills
- Strong computer skills including Microsoft Office suite
- Detail oriented, able to multitask and meet deadlines
- Self-motivated, able to work in a team and independently
- Strong problem-solving, and interpersonal skills
- Troubleshooting and problem resolution skills
- Leads by example
- Sense of urgency
- Creative
- Responds easily to changing demands
Similar Jobs
Security • Cybersecurity
Own global revenue recognition under ASC 606 and accounting processes including commissions, COGS, and leases. Review tax provisions, returns, transfer pricing, and subsidiary filings; support external audits and cross-functional reporting. Lead accounting projects, process improvements, and AI-driven workflow automation. Requires a CA, Big 4 high-tech experience, strong US GAAP and revenue recognition knowledge, ERP experience, advanced Excel skills, and excellent communication.
Top Skills:
Ai Automation ToolsAsc 340-40Asc 606ExcelMS OfficeNetSuiteUs Gaap
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The Head ASP Management is responsible for procurement of ASP services, vendor relationships, contractual compliance, quality delivery, and supplier performance evaluation while driving cost efficiency and improvements in service delivery processes.
Top Skills:
AspMicrowaveOhsRan
Financial Services
Lead complex technology programs from planning through delivery, managing technical requirements, resources, budgets, timelines, risks, and cross-functional stakeholders. Collaborate with engineering, product, and business teams to align program objectives with business goals. Apply analytical reasoning, vendor management, agile methodologies, and data-driven optimization to improve program performance, mitigate roadblocks, and promote innovation.
Top Skills:
Agile Methodologies
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
