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VP Customer Exeprience (Telecom, 15+ yrs, Gurgaon)

Gurgaon Permanent View Job Description
As the VP of Customer Experience in Gurugram, you'll lead efforts to enhance customer satisfaction and improve service processes within the telecom industry. The role will involve maintaining service reliability and proactive service management
  • Opportunity to lead the service assurance function for a large telecom player
  • Opportunity to lead a large team and work with senior stakeholders

About Our Client

The client is one of the largest telecom players and operate extensively in both the B2B and B2C space

Job Description

The key responsibilities are -

  • Lead end-to-end Service Assurance operations for B2B customers, ensuring service reliability, SLA compliance, and superior customer experience.
  • Define and execute the Service Assurance strategy and operating model aligned with business, customer, and technology priorities.
  • Drive proactive monitoring, incident management, problem resolution, and service recovery to minimize customer impact and prevent issue recurrence.
  • Manage critical customer incidents, providing decisive leadership and cross-functional coordination during service disruptions.
  • Establish KPI and SLA governance frameworks, leveraging analytics and dashboards to improve operational performance and customer outcomes.
  • Lead large, geographically distributed teams while building a high-performance culture through coaching, talent development, and accountability.
  • Partner with Network, Technology, Product, Sales, Customer Experience, and external stakeholders to enhance service performance, retention, and operational excellence

The Successful Applicant

The successful applicant will be

  • Proven leader with deep expertise, of atleast 15 years. in B2B Service Assurance, network operations, and enterprise customer management.
  • Strong operator with a demonstrated track record of driving execution excellence and measurable business outcomes.
  • Experienced in managing network architecture and NOC operations for a large organisation
  • Decisive and resilient leader capable of managing critical incidents and complex operational environments under pressure.
  • Customer-centric professional with a history of improving service quality, retention, and customer experience.
  • Experienced people manager with the ability to lead large, multi-layered teams and build future leadership pipelines.
  • Strategic thinker who combines strong technical understanding with data-driven decision-making and cross-functional influence.

What's on Offer

The candidate will get a chance to lead the service assurance operations for a telecom giant. S/he will get a chance to lead the team and ensure that service operations run smoothly.

Quote job ref
JN-092026-7097122

Job summary

Function
Sales
Sub Sector
IT & Telecommunications
What is your area of specialisation?
Technology & Telecoms
Location
Gurgaon
Job Type
Permanent
Job Reference
JN-092026-7097122

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.