CX Delivery Site Lead

Logitech is seeking a CX Delivery Site Lead to drive operational efficiency across its global CX operations, focusing on vendor management and performance excellence initiatives. The successful candidate will be based in India and lead vendor oversight, driving systematic improvements to ensure quality, scalability, and alignment with organisational CX goals.

Responsibilities:

• Lead and oversee the operations of key CX vendors, ensuring service delivery meets performance standards and business goals.
• Evaluate and manage vendor KPIs, performance agreements, and operational issue resolution.
• Collaborate with vendors to streamline processes, remove bottlenecks, and ensure alignment with Logitech's customer-focused methodologies.
• Prepare and execute periodic reviews, calibrations, and performance assessments.
• Serve as the main point of contact for vendor partnerships.
• Develop and implement global CX performance optimisation standards.
• Partner with Logitech's global and regional CX teams to identify operational inefficiencies.
• Create and roll out performance dashboards.
• Foster knowledge-sharing between vendors globally.
• Collaborate with internal teams on CX strategy alignment.

Key Qualifications:

• Minimum 5-10 years of experience in managing BPO/third-party vendor operations.
• Proven track record of driving operational excellence and performance improvements.
• Familiarity with managing CX vendor partnerships and collaborating on global initiatives.
• Expertise in using data-driven insights and dashboards.
• Strong organisational and multitasking skills.
• Fluency in English; proficiency in additional Indian languages is a bonus.

Benefits:

• Comprehensive and competitive benefits packages
• Flexible working environments
• Culture that encourages individuals to achieve good physical, financial, emotional, intellectual, and social wellbeing