Senior Manager

About the RoleSenior Manager – Customer Operations (Retail / E-Commerce), Location Sri Lanka, Experience 12–15 Years, Industry Preference Retail / E-Commerce / BPO / Contact Center Operations. HCL is looking for a seasoned Senior Manager to lead large-scale Customer Operations supporting Retail and E-Commerce businesses. The role will manage end-to-end operations across Voice, Chat, Email, and Back-Office functions, with ownership of operational performance, customer experience, stakeholder governance, transitions, reporting, AI adoption, and continuous improvement.ResponsibilitiesLead end-to-end customer operations across Voice, Chat, Email, and Back-Office support functions.Drive performance against SLAs, productivity, quality, accuracy, turnaround time, and customer experience targets.Own and improve customer satisfaction outcomes, including OSAT, NPS, CSAT, and related experience drivers.Conduct daily, weekly, and monthly operational reviews, identifying risks, trends, root causes, and corrective actions.Prepare and present executive reports, dashboards, performance reviews, and business insights to senior stakeholders.Manage client relationships, governance forums, escalations, and strategic improvement commitments.Lead new process transitions, migrations, ramp-ups, stabilization, and knowledge-transfer programs.Drive AI, automation, analytics, and digital transformation initiatives to improve customer experience and efficiency.Oversee workforce planning, capacity management, utilization, productivity, and resource optimization.Provide inputs to financial planning, revenue management, budgeting, cost control, and profitability reviews.Lead and develop managers and operational leadership teams through coaching, performance management, and succession planning.Ensure compliance with client requirements, internal controls, information security, and organizational policies.Qualifications12–15 years of experience in BPO, Contact Center, Shared Services, Retail, or E-Commerce operations.Proven experience managing large-scale, multi-channel customer operations.Strong operational exposure to Voice, Chat, Email, and Back-Office processes.Hands-on experience managing OSAT, NPS, CSAT, SLA, quality, productivity, and other operational KPIs.Experience in operational reporting, performance reviews, governance, and executive stakeholder presentations.Proven ability to lead transitions, process migrations, ramp-ups, and stabilization programs.Exposure to AI-enabled operations, automation, analytics, and transformation initiatives.Working knowledge of financial planning, revenue management, budgeting, cost optimization, and profitability.Strong people leadership, client management, analytical thinking, and decision-making capabilities.Bachelor's degree in business administration, Operations, Commerce, Finance, or a related discipline; MBA preferred.Required SkillsContact Center & Multi-Channel Operations LeadershipRetail / E-Commerce Customer OperationsOSAT, NPS & Customer Experience ManagementOperational Reporting, Reviews & GovernanceClient & Senior Stakeholder ManagementTransition, Migration & Stabilization ManagementAI, Automation & Digital TransformationWorkforce, Capacity & Productivity ManagementRevenue, Cost & Financial Planning ExposurePeople Leadership & Talent DevelopmentBusiness Strategy & Operational PlanningP&L Management / Financial AcumenRevenue Assurance & Margin ImprovementCommercial and Contract ManagementBusiness Transformation & Change ManagementRisk Management & Business Continuity PlanningPreferred SkillsExperience supporting Retail or E-Commerce clients and customer journeys.Experience working in global delivery environments with distributed teams.Exposure to Lean, Six Sigma, or structured continuous-improvement methodologies.Experience with customer experience platforms, reporting tools, AI solutions, or automation programs.Pay range and compensation packageNot specified.Equal Opportunity StatementNot specified.