Head of Service Operations

airtel

Lead a multi-channel customer service function, defining SLAs and quality benchmarks while partnering with product and tech teams for continuous improvement.

Last checked on September 18, 2026. We may earn a commission when you click through.

✓ Opportunity to shape customer service strategy. ✓ Leadership role with significant impact. ✓ Engagement with multiple service channels.

Head of Service Operations

airtel

Updated 1 hour ago

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Gurugram

This position is ideal for experienced leaders looking to drive change in customer service operations. However, the high expectations for quality and immediate results may not suit everyone.

About this role

Lead a multi-channel customer service function, defining SLAs and quality benchmarks while partnering with product and tech teams for continuous improvement.

About the Company

Airtel is a leading telecommunications company in India, offering a wide range of services including mobile, broadband, and DTH.

Key Highlights

✓ Build and lead a customer service function across multiple channels.
✓ Define SLAs and quality benchmarks for issue resolution.
✓ Implement customer feedback loops for continuous improvement.
✓ Collaborate with product and tech teams.
✓ Ensure compliance with service standards.

💡 Honest Take: While the role offers a chance to shape customer service strategies, the expectation for rapid improvements can lead to pressure. The multi-channel aspect means juggling diverse teams and technologies, which can be demanding.

Pros

✓ Opportunity to shape customer service strategy.
✓ Leadership role with significant impact.
✓ Engagement with multiple service channels.
✓ Collaboration with product and tech teams.
✓ Focus on continuous improvement.

Cons

✗ High-pressure environment.
✗ Expectations for rapid results.
✗ Requires strong multi-tasking skills.
✗ May involve managing diverse teams.
✗ Limited salary transparency.

Best For: Individuals with a proven track record in service operations management and a passion for enhancing customer experiences.

Watch Out: Expect high expectations for performance and rapid improvements, which might lead to a stressful work environment.

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Expert Review

This position at Airtel offers a to lead a customer service operation. The role's multi-channel approach means you will be at the forefront of innovation in service delivery. Defining SLAs and quality benchmarks is crucial, and you will need to excel in a fast-paced environment.

The collaboration with product and tech teams is a significant aspect, ensuring that customer feedback directly influences service improvements. However, this can lead to a demanding workload, as you will be expected to implement changes quickly and effectively. While the opportunity to shape strategy is appealing, the absence of disclosed salary information might be a concern for potential applicants.

It's essential to weigh the benefits of leadership and influence against the potential for a high-pressure environment. For those looking for a dynamic role with significant challenges, this could be an excellent fit. Check out more on Airtel's official page for further insights.