Senior Manager - Customer Operations (Retail / E-Commerce)

About the role

HCL is looking for a Senior Manager to lead large-scale Customer Operations supporting Retail and E-Commerce businesses in Sri Lanka. The role covers Voice, Chat, Email and Back-Office functions, with ownership of operational performance, customer experience, stakeholder governance, transitions, reporting, AI adoption and continuous improvement.

Key responsibilities

• Lead end-to-end customer operations across Voice, Chat, Email and Back-Office support functions.
• Drive performance against SLAs, productivity, quality, accuracy, turnaround time and customer experience targets.
• Own and improve customer satisfaction outcomes such as OSAT, NPS and CSAT.
• Run daily, weekly and monthly operational reviews, identifying risks, trends, root causes and corrective actions.
• Prepare and present executive reports, dashboards, performance reviews and business insights to senior stakeholders.
• Manage client relationships, governance forums, escalations and strategic improvement commitments.
• Lead process transitions, migrations, ramp-ups, stabilization and knowledge-transfer programs.
• Drive AI, automation, analytics and digital transformation initiatives.
• Oversee workforce planning, capacity management, utilization, productivity and resource optimization.
• Support financial planning, revenue management, budgeting, cost control and profitability reviews.
• Develop managers and operational leaders through coaching, performance management and succession planning.
• Ensure compliance with client requirements, internal controls, information security and organizational policies.

Required profile

• 12-15 years of experience in BPO, Contact Center, Shared Services, Retail or E-Commerce operations.
• Proven experience managing large-scale, multi-channel customer operations.
• Bachelor's degree in business administration, Operations, Commerce, Finance or a related discipline; MBA preferred.

Required skills

• Contact center and multi-channel operations leadership.
• OSAT, NPS and CSAT management, and operational KPIs.
• Operational reporting, reviews and governance.
• Transition, migration and stabilization management.
• Workforce, capacity and productivity management.
• Financial planning, revenue and cost management, P&L awareness and commercial management.
• People leadership, talent development and business strategy.
• Preferred: retail or e-commerce client experience, global delivery environments, Lean, Six Sigma, and customer experience platforms.