CX Delivery Site Lead

Job title: CX Delivery Site Lead

About the Role The CX Delivery Site Lead drives operational efficiency across Logitech’s global CX operations by focusing on vendor management and championing performance excellence initiatives. Based in India, this role will lead vendor oversight while driving systematic improvements to ensure quality, scalability, and alignment with organizational CX goals.

What You'll Do

• Lead and oversee the operations of a key CX vendor(s), ensuring that service delivery meets performance standards and business goals.
• Evaluate and manage vendor KPIs, performance agreements, and operational issue resolution to ensure smooth and consistent delivery of customer care services.
• Continuously collaborate with vendors to streamline processes, remove bottlenecks, and ensure alignment with Logitech’s customer-focused methodologies.
• Prepare and execute periodic reviews, calibrations, and other performance assessments to identify areas for improvement and drive results.
• Serve as the main point of contact for vendor partnerships, ensuring day-to-day operational efficiency.
• Develop and implement global CX performance optimization standards based on findings and best practices established in operations.
• Partner with Logitech’s global and regional CX teams to identify operational inefficiencies or gaps and implement systemic solutions to raise quality and consistency.
• Create and roll out performance dashboards, setting a global standard for metrics tracking and reporting across all partner teams.
• Foster knowledge-sharing between vendors globally to improve methodologies and benchmark performances.
• Collaborate with internal teams on CX strategy alignment, ensuring performance excellence contributes to Logitech’s overall CX objectives.

What We're Looking For

• Minimum 5 to 10 years of experience. Strong experience in managing BPO/third-party vendor operations, with direct responsibility for performance oversight and KPI/SLA management.
• A proven track record of driving operational excellence and performance improvements in customer experience or service delivery environments.
• Familiarity with managing CX vendor partnerships and collaborating on global initiatives.
• Expertise in using data-driven insights and dashboards to monitor, report, and optimize performance.
• Strong organizational and multitasking skills to manage local partnerships while implementing global performance initiatives.
• Confidence and skill in communicating and collaborating across all levels of the organization.
• Fluency in English; proficiency in additional Indian languages is a bonus.

Nice to Have

• General understanding of global CX trends and practices to benchmark effectively.
• Ability to identify operational risks and propose forward-thinking solutions.
• High enthusiasm, coupled with an ability to rally and inspire partner teams globally.

Compensation & Benefits

• We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. The company supports a hybrid work model with possibilities for remote or on-site arrangements depending on location.