Customer Contact Director (Chennai based)
Are you a hands-on, commercially driven leader who thrives in fast-paced, high-growth environments? Have you led at least 300+FTE in multi-functional operations (this is a broad role leading service, support, product, complaints, WFM, app development, website development)?
Do you have a passion for building world-class customer operations and leveraging technology to drive continuous improvement?
Please note this role is in Chennai, INDIA and we are looking for a UK national to relocate.
Role: Customer Contact Director – Global Restaurant Tech
Location: Chennai, India (Relocation Package and accommodation included) - this is a permanent role, not a contract.
Salary: DOE
Relocation: Accommodation is fully paid and relocation assistance will be provided.
Language requirement: English
If so, this could be your next big move.
We are partnering with a highly recognisable global online restaurant tech business to appoint a Customer Contact Director to lead and transform a large-scale, multi-functional operation based in Chennai.
This is a rare opportunity for an adventure and for someone to relocate to one of India’s most vibrant and dynamic cities, with relocation support, accommodation provided, and visa sponsorship arranged.
This is a very hands on role and you will take ownership of a complex, high-volume, multi-channel customer contact ecosystem, leading diverse teams across multiple disciplines while driving operational excellence, innovation, and customer satisfaction at scale.
Key Responsibilities - Lead and inspire a large, multi-functional operation covering:
- Customer & client support
- Technical support
- Back-office app development
- Billing & collections
- Workforce Management (WFM)
- Training & Quality
- Analytics & Insights
- Social media engagement
- Client integrations
- Drive end-to-end process improvement initiatives, identifying inefficiencies and implementing scalable solutions
- Partner closely with global stakeholders to align operational strategy with business objectives
- Champion technology adoption and innovation, leveraging tools and data to enhance performance and customer experience
- Build a culture of accountability, curiosity, and continuous improvement
- Ensure delivery against key KPIs including customer satisfaction, service levels, and operational efficiency
What We’re Looking For
- Proven experience leading large-scale customer contact or BPO operations in a complex, fast-paced environment
- A hands on nature, this is a very diverse role and requires an individual who thrives on rolling their sleeves up.
- Strong track record in process optimisation, transformation, and operational excellence
- Deep interest in technology, automation, and digital transformation
- A hands-on leadership style with the ability to dive into detail while maintaining strategic oversight
- Highly curious, adaptable, and comfortable navigating ambiguity
- Experience managing diverse, cross-functional teams at scale
- Excellent stakeholder management skills, with global exposure preferred
** T his is a permanent role, not a contract. It will require someone to commit to relocation to Chennai for what could be the adventure of a lifetime! **