CX Operational Lead at Logitech

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Proven experience in BPO operations and managing large-scale CX partner teams
Strong project management skills with demonstrated success in managing initiatives from start to finish
Proficiency in using project management software and tools (e.g., Trello, Monday.com, Asana, etc.)
Exceptional verbal and written communication skills to work effectively with diverse teams and stakeholders
Strong organizational and time management skills, with a focus on meeting deadlines and maintaining attention to detail
Excellent interpersonal skills with a responsive, collaborative, and solutions-oriented mindset
High levels of integrity, trust, and respect for individuals, with a team-first mentality
Bachelor's degree or equivalent experience in a relevant field
Certification in Project Management (preferred)

Responsibilities

Oversee day-to-day operations at partner site(s), ensuring key deliverables are consistently met
Align CX operations with broader organizational goals by working closely with partner teams to embed strategies
Monitor CX partner KPIs, driving accountability and success by offering targeted support for operational needs
Prepare and execute periodic reviews, calibrations, training sessions, and other partner-facing activities to ensure seamless performance
Create and publish dashboards showcasing CX performance metrics, KPIs, top contact trends, and other deliverables
Engage with internal stakeholders and regional sales leads, ensuring alignment and communication around CX activities and outcomes
Manage projects within Deliver and Operations
Coordinate with cross-functional project owners to manage milestones, timelines, budgets, and dependencies
Communicate relevant updates and milestones to the greater team and stakeholders
Assist in and actively participate in ad-hoc projects within CX operations to meet organizational needs
Handle escalations when needed, ensuring efficient resolution and positive customer outcomes
Identify field performance trends, top escalations, or inefficiencies in CX operations, proposing and implementing actionable improvements

Skills

Project Management

KPI Monitoring

Dashboard Creation

Stakeholder Engagement

Operational Leadership

Performance Reviews

Training Delivery

Cross-Functional Coordination

Logitech

Designs and sells computer peripherals and accessories

About Logitech

Logitech designs and manufactures computer peripherals and digital interaction tools, including keyboards, webcams, headsets, and mice. Their products enhance how users connect with the digital world, focusing on user experience and design. Logitech's offerings cater to a wide range of customers, from individual consumers to businesses and professional gamers, and are sold through various online and retail channels. What sets Logitech apart from competitors is their strong commitment to quality and continuous innovation, which allows them to meet the changing needs of their users and set industry standards. The company's goal is to improve digital interaction for everyone, ensuring customer satisfaction through excellent support and community engagement.

San Jose, CaliforniaHeadquarters

1981Year Founded

IPOCompany Stage

Consumer Software, Design, Consumer GoodsIndustries

5,001-10,000Employees

Benefits

Comprehensive medical, dental, and vision

Life insurance, and short- and long-term disability

Flexible spending accounts for health care, dependent care and commuter expenses

Generous paid time off and holidays

Employee Assistance Program

Wellness programs and gym/sport benefits & discounts

Company social events

Logitech product discounts

Tuition reimbursement plan

Fun environment - take a break and play a game!

Retirement plan benefits

Risks

Increased competition from brands like Razer and Corsair in gaming peripherals.

Supply chain vulnerabilities affect availability of crucial semiconductor components.

Stricter EU environmental regulations may increase production costs for Logitech.

Differentiation

Logitech's diverse brand portfolio caters to various consumer and enterprise needs.

The company is recognized for its innovative design and user experience focus.

Logitech's commitment to sustainability enhances its brand reputation.

Upsides

Growing demand for remote work solutions boosts sales of webcams and headsets.

The gaming industry's growth supports increased sales of Logitech's gaming peripherals.

Rising content creation platforms drive demand for Logitech's streaming equipment.

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