Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 55 days ago

Manager – CS Operations

Xoxoday23 open roles

Where
Bangalore
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager – CS OperationsXoxoday · Bangalore

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Xoxoday's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 55 days ago

The posting

About This Role

We're building out our Customer Support Operations function across voice, email, and chat, and need someone to take end-to-end ownership of how it runs. This role owns the outsourced and internal support teams, sets up the processes and governance the function needs, and works closely with product, technology, finance, and other stakeholder teams to keep operations running smoothly.

This is a hands-on role. You'll be building processes from scratch while managing a vendor relationship and a growing team, and taking responsibility for outcomes, not just activities.

What You'll Do

Team & Vendor Management

  • Own the outsourced support team's capacity, productivity, attendance, and performance.
  • Partner with the outsourcing vendor to ensure adequate staffing and coverage.
  • Drive onboarding, training, and readiness for new team members as the operation scales.
  • Run regular governance and performance reviews with the outsourcing partner.
  • Work with the vendor on manpower planning, recruitment, training, and attrition management.

Performance & Quality

  • Define and own operational KPIs, including productivity, TAT, SLA adherence, quality, resolution rate, backlog, ageing, and escalation rate.
  • Build dashboards and management reports that give visibility into operational performance.
  • Set up a quality monitoring framework, including sampling methodology, audits, and feedback loops.
  • Identify performance and quality gaps and drive corrective action.

Process & Improvement

  • Build processes and SOPs for the support operation from the ground up.
  • Create workflows, escalation matrices, and governance mechanisms.
  • Partner with Product and Technology to identify and drive automation opportunities.
  • Continuously look for ways to reduce manual effort and improve turnaround time.

Escalation & Stakeholder Management

  • Act as the first-level internal escalation point for operational issues.
  • Own resolution of critical customer, client, partner, and business escalations through to closure.
  • Coordinate with Product, Technology, Finance, Sales, and Account Management to resolve issues.
  • Flag operational risks and dependencies to senior management proactively.

Reporting

  • Prepare and present weekly and monthly operational performance reviews covering productivity, SLA/TAT, quality, backlog, escalations, capacity, and process gaps.

What We're Looking For

  • 5–8 years of experience in Operations, Customer Experience, Customer Support, or Service Delivery.
  • Experience managing outsourced or vendor teams.
  • Experience managing teams of 15–30+ members, directly or through an outsourced partner.
  • Strong people and vendor management skills.
  • Strong understanding of operational KPIs, SLAs, productivity, quality, and capacity planning.
  • Ability to build processes and SOPs from scratch.
  • Strong stakeholder management and communication skills.
  • Strong Excel/Google Sheets and reporting/dashboarding skills.

Nice to Have

  • Experience setting up or scaling a new operation or process.
  • Experience in a high-volume, fast-paced operational environment.
  • Familiarity with Zendesk CRM.

What Makes You a Strong Fit

  • You take ownership of outcomes, not just activities.
  • You're comfortable getting into operational details when needed.
  • You use data to identify problems and make decisions.
  • You naturally look for ways to standardize and improve operations.
  • You spot risks and escalations before they become business-impacting.

Why This Role Matters

This role is central to scaling our support operation as it grows from around 5 to roughly 20 team members. Getting the processes, governance, and vendor relationship right here directly shapes the experience of our customers and partners, and builds the operating model the function will run on going forward.

Why Join Us

  • Own a function end-to-end, from process design to execution.
  • Work directly with Product, Technology, and Finance teams.
  • Shape the operating model for a team that's actively scaling.
  • Take on a role with real autonomy and decision-making ownership.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Xoxoday's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Xoxoday's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Xoxoday's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.