AVP - Customer Experience and Service Delivery

About the Role

We are looking for a strategic operations leader to build and scale Paytms merchant service and device support ecosystem across Soundbox, POS/EDC, and allied merchant devices.

This role sits at the intersection of customer experience, service operations, AI-led support transformation, and large-scale field operations. The mandate is to build scalable, technology-driven service models that improve merchant experience, reduce device downtime, and drive operational excellence across millions of merchants nationwide.

Ideal for candidates from top consulting firms, consumer tech, telecom, fintech, ecommerce, or premier B-schools with strong experience in customer operations, transformation, and service strategy.

Key Responsibilities

• Drive strategy and transformation for merchant service operations across support channels, field servicing, and device lifecycle support.
• Build scalable operating models for ticket resolution, field service deployment, outbound support, and merchant experience management.
• Lead AI-led service transformation initiatives including automation, intelligent routing, predictive troubleshooting, and self-service ecosystems.
• Improve key business metrics including resolution turnaround, merchant satisfaction, device uptime, and operational efficiency.
• Partner cross-functionally with product, engineering, business, analytics, and supply chain teams to solve large-scale operational and customer experience challenges.
• Manage strategic relationships with BPOs, service partners, and field operations vendors.

Ideal Candidate

• 10+ years of experience across customer operations, service strategy, field operations, consulting, telecom, fintech, ecommerce, or consumer technology.
• Strong problem-solving, operational excellence, and stakeholder management capabilities.
• Experience managing large-scale distributed operations or customer transformation programs preferred.
• Exposure to AI-enabled support ecosystems, automation, or tech-led service operations is a strong advantage.
• MBA from a premier B-school preferred.

Why This Role

• Opportunity to build one of India’s largest tech-enabled merchant service ecosystems.
• High-impact leadership role driving customer experience and operational transformation at scale.
• Blend of strategy, analytics, automation, and operational leadership.
• Fast-paced environment with significant ownership, visibility, and growth opportunities.