Internal Role Title

Reports To

Director - Customer Experience

Associate Director - Contact Center Operations


Contact Center(CC)

Role Type

Full Time


Customer Service




Associate Director - Contact Center Operations






Myntra is India’s leading e-commerce company committed to making fashion and lifestyle products accessible to everyone. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us. From our beginnings as a customization company in 2007, to being technology and fashion pioneers today, Myntra is going places and we want you to take this journey with us.

Website -

LinkedIn -


Role Summary:


The Customer Experience team represents the voice of Myntra's customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Marketing & Revenue, Operations, Cataloging etc) to ensure our customers have the best experience across every leg of the customer journey.


We are looking for a Contact Center leader and CX enthusiast to lead Level 1 & Level 2 Contact Center teams. In this role, you will work proactively with cross functional teams and liaison with our partners to improve customer experience & ‘cost to serve’ metrics. With our premium positioning in the fashion ecommerce space, the role provides a dynamic & fast paced environment with a unique set of challenges to apply and hone your craft.


Key Role Objectives and Result Areas:

●      Deliver superior Customer Service by improving availability & responsiveness for our live channels

Key Result Areas: Answer Levels, Average Handle Times, Quality score, CSAT score


●      Deliver speedy & reliable resolution to customers at every opportunity by improving our resolution time and communication for Task, Escalation & Social Media teams

Key Result Areas: Reducing time to resolution, repeat reduction


●      Drive and shape cross platform initiatives/ policies from a customer lens and supporting new requirements from business teams

Key Result Areas: Negative resolution, L1 enablement, Timely assimilation/ scaling of new processes


●      Engage team, drive performance and manage career development & critical talent attrition

Key Result Areas: Attrition, My Pulse Scores


You will be key to develop/ further our:

●        Partner Strategy: Developing partner roadmap aligned to our long term business requirements and dovetailing RnP framework to best meet experience, cost and quality objectives.

●        Channel Strategy: Giving direction in a maturing competitive landscape, cementing our premium positioning.

●        Product led enablements: Customer Service tools are evolving, scaling with the most suitable and impactful solutions for our platform.

●        Continuous Improvement initiatives: Work with business partners to standardize and scale specific business processes to improve efficiencies and quality.














●         A Graduate in any discipline


●         Post-Graduate/MBA (7+ years of post MBA experience preferred


Technical skills


●         Project Management Skills

●         Lean Six-Sigma Green Belt

●         Awareness of Contact Center Technology Tools

●         Strong analytical skills

●         Excellent in MS Office (Excel, Word, Powerpoint)

●         7 Basic Quality Tools


●         COPC HPMT Certified

●         Has partnered in tool implementation/ transitions



Professional skills                                                       


●         Experience in managing outsourced partners

●         Advanced Microsoft Office and Microsoft Windows skills

●         Excellent written and verbal communication skills required

●         Stakeholder Management (Internal & External)


●         Strong leadership abilities


Previous role related experience


●         12 to 15 years’ experience in B2C / BPO / Services / Retail Industry

●         In-depth knowledge of managing large/Multi site/ Multi Vendor B2C CX operations ( 2000+ cx agents ) and associated processes

●         Ecommerce experience



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