Department: Customer Support

Location: APAC-India-IT Delivery Center Hyderabad

Description

Job description

Role expectations

In this role, you will…

• Lead and integrate Customer Service Operations, CX Strategy, and Digital Transformation initiatives, ensuring alignment across teams responsible for automation, customer experience, and service delivery operations.
• Drive strategic execution of key operational programs including Salesforce initiatives, automation pipelines, CX improvement programs, and operational transformation projects across India market.
• Ensure governance and timely execution of major projects such as DSP, LEO, automation programs, and operational improvement initiatives by establishing clear milestones, ownership, and accountability frameworks.
• Oversee CX performance metrics including CSAT, churn indicators, complaints trends, and operational KPIs, translating insights into strategic action plans to enhance customer experience and operational efficiency.
• Build and strengthen automation and digital capabilities by identifying high-impact automation opportunities across workflows, logistics coordination, customer communication, reporting, and operational processes.
• Establish standardized processes, governance models, and SOP frameworks across all customer operations functions to ensure consistency, scalability, and operational excellence.
• Act as a strategic bridge between India operations and global teams, ensuring seamless coordination on delivery timelines, system enhancements, CX initiatives, and operational escalations.
• Develop leadership capability across the team, mentoring functional leads and enabling them to drive continuous improvement, analytics-driven decision making, and proactive issue resolution.

What We're Looking For

In this role, you will need …

• 10–14 years of experience in Customer Operations, CX, Service Delivery, or Business Operations, preferably in a multinational environment.
• Strong experience in operations transformation, process optimization, and automation initiatives.
• Proven ability to lead cross-functional teams and manage complex operational programs.
• Good understanding of CX metrics such as CSAT, churn, and complaint analytics.
• Working knowledge of Salesforce, workflow automation tools (e.g., Power Automate), and analytics dashboards.
• Strong stakeholder management and project governance skills, especially while coordinating with global teams.
• Excellent communication, leadership, and problem-solving abilities with a strong execution mindset.

Applicant Privacy Policy

Review our Applicant Privacy Policyfor additional information.

Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.