Senior Vice President – Customer Experience

Job Summary

We are looking for a Senior Vice President – Customer Experience to lead and transform the end-to-end customer experience and claims operations across device protection and extended warranty businesses. This role will own the complete post-sales journey—from claim initiation to resolution—with a strong mandate to deliver outcomes that are fast, fair, scalable, and cost-efficient. Operating at the intersection of customer experience, operations, partner ecosystem management, and unit economics, this leader will directly influence customer trust, partner retention, and overall business profitability. We seek a highly execution-oriented operator with deep expertise in managing large-scale, pan-India operations and a proven track record of driving customer experience (CX) transformation within high-growth business-to-business-to-consumer (B2B2C) environments.

Responsibilities

• Own end-to-end claims and customer experience operations:
  • Lead the complete claims lifecycle from First Notice of Loss (FNOL) to closure.
  • Ensure speed, accuracy, consistency, and customer-centric resolution across all touchpoints.
• Drive operational excellence at scale:
  • Standardize and optimize operational workflows across high-volume environments.
  • Build a culture of continuous improvement, accountability, and execution excellence.
• Improve core customer experience metrics:
  • Drive measurable improvements across Turnaround Time (TAT), First Time Resolution (FTR), claim accuracy, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
  • Use data-led insights to identify bottlenecks and enhance customer experience.
• Lead cost and efficiency optimization:
  • Balance customer delight with strong unit economics.
  • Optimize claims payout, repair costs, operational overheads, and overall loss ratios.
• Strengthen the partner ecosystem:
  • Manage and scale relationships with retailers, original equipment manufacturers (OEMs), service centers, and repair & logistics partners.
  • Establish strong Service Level Agreement (SLA) governance and performance management frameworks.
• Drive technology and automation adoption:
  • Leverage technology, analytics, and automation to improve scalability and reduce manual effort.
  • Partner closely with product and tech teams to enhance operational efficiency and customer experience.
• Build and lead high-performance teams:
  • Lead large, distributed teams across in-house and outsourced operations.
  • Foster a culture of ownership, agility, execution, and customer obsession.

Qualifications

• 18+ years of experience in leading large-scale customer operations, service delivery, or claims ecosystems.
• Strong exposure to high-volume service environments such as:
  • Fintech
  • E-commerce / Quick Commerce
  • Logistics
  • Warranty, after-sales, or device service ecosystems.
• Deep understanding of B2B2C operating models.
• Proven track record of:
  • Managing large distributed teams (100+ scale).
  • Driving CX transformation alongside cost optimization.
  • Handling complex multi-stakeholder partner ecosystems.

Preferred Skills

• Hands-on and execution-driven leadership style.
• Strong analytical and data-led decision-making skills.
• Comfortable operating in ambiguity and fast-scaling environments.
• High ownership with strong operational rigor.

Experience

• Candidates should possess 18+ years of relevant experience, focusing on customer operations in high-volume environments.