# Head of Customer Operations

**Company:** [Laundryheap](http://jobs.workable.com/companies/gsQa4zJU9QYR15cDj9R9ew.md)
**Location:** Bengaluru, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer Operations

[Apply for this job](http://jobs.workable.com/view/3385b88a-0c0c-45c1-9afe-1fac9e102f4f)

## Description

Laundryheap is a global, tech-enabled laundry and dry-cleaning platform operating across multiple cities. We operate 24/7, scale quickly, and run on operational discipline.

Customer experience is central to our retention and brand strength. As we continue to grow, we are hiring a Head of Customer Operations to bring structure, accountability, and measurable performance to our global CX function.

This is a senior execution role. Strategy is defined at executive level. Your mandate is to translate direction into structured delivery, strong leadership, and sustained performance improvement.

**The Role**

As Head of Customer Operations, you will own the performance, quality, efficiency, and retention impact of our global support teams (in-app and email). Reporting to the Chief Customer & Partner Operations, you will lead managers across Live Support, Complaints, Cases, and QA, ensuring operational execution and quality governance are fully aligned.

You will build a disciplined, data-driven operation that scales without compromising customer trust.

**What You’ll Do**

-   Lead day-to-day global Customer Operations across multiple markets, ensuring high standards for response time, decision accuracy, and customer satisfaction.
-   Oversee Live Support, Complaints, Cases, and the QA function, ensuring quality insights translate into measurable improvements.
-   Lead and develop the Division Manager and Specialist Manager, strengthening middle management accountability and ownership.
-   Translate executive priorities into structured operational plans with clear KPIs, ownership, and timelines.
-   Own core CX metrics, including CSAT, DSAT, complaint rate per order, first contact resolution, productivity, and auto-resolution rate.
-   Own the post-order experience as a retention lever, reducing friction that impacts repeat behaviour and customer lifetime value.
-   Identify churn drivers through complaint and contact data, and partner cross-functionally to address root causes.
-   Drive early risk detection using data, spotting performance gaps, tenure risks, repeat contact patterns, and quality inconsistencies before they escalate.
-   Challenge existing workflows and simplify operations to reduce unnecessary contact volume and duplication.
-   Increase safe automation and AI adoption, balancing efficiency gains with customer trust and decision quality.
-   Collaborate with Product, Data, Partner Operations, and Logistics to resolve systemic friction, not just individual tickets.
-   Define and track customer health indicators, linking operational metrics to retention outcomes.
-   Provide structured, data-backed insights and recommendations to leadership.
-   Run continuous improvement cycles and ensure best practices are implemented consistently across markets.

**What We’re Looking For**

-   7+ years in Customer Operations or CX leadership, ideally in a marketplace, tech-enabled, or multi-region business.
-   Proven experience managing layered teams, including managers and QA functions.
-   Strong analytical mindset, able to translate data into structured operational action.
-   Deeply customer-oriented, with sound judgement and balanced decision-making.
-   Practical thinker who applies common sense within structured processes.
-   Hands-on operator who challenges inefficiency and drives simplification.
-   Comfortable holding performance conversations and building accountability at all levels.
-   Experience with automation, AI tooling, or modern CX platforms preferred.
-   Able to operate in fast-paced, international environments with clarity and discipline.

### Work Schedule

-   Mon-Fri **(UK Shift Timing)**
-   9-hour shift (8 working hours)

  
**If you want to build disciplined, data-driven Customer Operations at scale, this role is for you.**