Senior Director – Customer Experience (Travel/BPO)

About the role

We are seeking a Senior Director to lead our Customer Experience (CX) strategy across chat, voice, and back‑office channels for a leading travel and BPO operation. Based in Mumbai, you will work on a US shift (3 PM‑11 PM) and collaborate closely with global stakeholders.

Key responsibilities

• Define and execute the CX vision, ensuring seamless experiences across all service lines.
• Drive operational excellence through large‑scale process improvements, efficiency initiatives, and automation adoption.
• Oversee multiple service channels, maintaining consistent quality and performance metrics.
• Mentor and manage cross‑functional teams, fostering collaboration and high‑impact results.
• Travel as needed to support stakeholder collaboration and on‑ground execution.

Required profile

• 14+ years of experience in CX management and large‑scale BPO operations.
• Proven track record in automation initiatives and digital transformation.
• Strong leadership, communication, and stakeholder management abilities.
• Willingness to travel as part of role responsibilities.

Required skills