Senior Operations Manager

Role Summary

• Senior Account Delivery Lead , managing global delivery across APAC, EMEA, and the Americas

• Oversee strategic client engagement and end-to-end delivery across Digital Marketing, QaaS, Product Validation, Market Studies, and CX Operations

• Lead multi-functional teams supporting voice and chat-based contact centres

• Drive service excellence aligned to KPIs, SLAs, and business outcomes

Key Responsibilities

• Own global account delivery and act as primary escalation point for senior stakeholders

• Lead contact centre quality programs (voice & chat) using QaaS and Six Sigma (DMAIC) methodologies

• Drive continuous improvement through quality scorecards, performance metrics, and feedback loops

• Deliver actionable insights using Google Looker Studio, Tableau, and Power ...