As a Customer Care Operations Manager, you will be responsible for expanding, optimizing, and managing our global BPO network. Your focus will be on: Identifying and onboarding top-tier BPO partners; Ensuring performance excellence through data-driven management and driving cost efficiencies; and Implementing new tools to minimize manual processes and improve operational agility
What will you do
- 1. BPO Performance & Performance Optimization
- 2. Expansion & Due Diligence
- 3. Workforce Efficiency Process
- 4. Automation & Process Optimization
Own end-to-end performance management of BPO partners.
Troubleshooting on-ground issues in coordination with relevant stakeholders (IT, Telephony)
Track KPIs (CSAT, AHT, FCR, cost per contact) to drive continuous improvement.
Leverage AI-powered analytics to enhance agent productivity and reduce inefficiencies.
Identify and assess new BPO partners to scale customer care operations.
Conduct operational, compliance, and IT due diligence before onboarding.
Negotiate high-performance SLAs that optimize cost, efficiency, and CX quality.
Seamlessly integrate BPOs into our AI-powered support ecosystem.
Optimize staffing models with AI-driven forecasting to balance demand and cost.
Ensure strict adherence to staffing schedules to meet SLAs and avoid coverage gaps.
Implement real-time monitoring tools to track workforce availability.
Identify manual, repetitive tasks and introduce AI-powered tools for efficiency.
Work cross-functionally to streamline workflows and minimize human intervention.
What we need
- AI & Automation Mindset – Familiarity with AI-powered customer care tools and automation frameworks;
- Data-Driven Decision Making – Ability to analyze trends, forecast demand, and drive improvements;
- Operational Rigor – Strong focus on roster adherence, staffing models, and workforce planning; and
- Stakeholder & Vendor Management – Skilled in negotiating contracts and maintaining high-performance partnerships.
- 2+ Years of Experience in Operations and Vendor Management
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What We Do
Meesho is India’s fastest growing internet commerce company. We want to make eCommerce accessible to all. Our vision is to enable 100 million small businesses in India, including individual entrepreneurs, to succeed online. Our mission is to democratise internet commerce by bringing a range of products & new customers online. What started as a reseller-focused platform six years ago has now emerged as a single ecosystem connecting millions of sellers, consumers and entrepreneurs.
