Head of Consumer Excellence

Location: Bengaluru Company: Pi42

About Pi42

Pi42 is India’s leading crypto derivatives (F&O) trading platform, built specifically for Indian users with INR-based trading, high-speed execution, and a strong focus on compliance and security. Founded in 2023, Pi42 operates in the Web3 and fintech space, offering futures and options trading on major cryptocurrencies like BTC, ETH, and SOL.

With a mission to simplify and scale crypto derivatives trading in India, Pi42 is building a fast, user-centric platform that combines innovation, performance, and regulatory-first operations.

About the Role

We are looking for a Head of Consumer Excellence to lead and scale operational excellence across Pi42’s B2B and D2C ecosystem. This role will drive seamless customer experience, optimize operational processes, and build high-performing teams to support rapid growth in a fast-paced Web3 environment.

Key Responsibilities

Strategic Leadership:
Drive operational strategies to enhance speed, reliability, and cost efficiency across the platform. 
Team Leadership:
Build, lead, and mentor high-performing operations and customer experience teams. 
Customer Experience Excellence:
Own end-to-end customer journeys, ensuring seamless onboarding, support, and issue resolution. 
Performance & Analytics:
Define and monitor KPIs, leveraging data to identify gaps and implement scalable improvements. 
Cross-Functional Collaboration:
Work closely with Product, Tech, CX, and Business teams to ensure aligned execution. 
Capacity Planning:
Oversee workforce planning, forecasting, and utilization to support business demand. 
Process Optimization:
Identify inefficiencies and implement automation and process improvements. 
Vendor Management:
Manage third-party partners and ensure service quality and SLA adherence.