GM-Service Operations

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Job Purpose

To lead and manage Digital platforms like Social Media, and Live Chat operations for the country, through outsourced service partners, ensuring seamless handling of customer complaints, requests, and queries across all digital touchpoints. The role is accountable for delivering defined KPIs and driving an enriched customer experience through strategic planning, consistent execution, and strong partner collaboration.

Key Result Areas/ Accountabilities

1. Digital CX Strategy & Leadership
   • Define and execute the Digital Customer Experience strategy aligned to business priorities.
   • Lead PAN India Social Media and Live Chat operations through outsourced partners and internal teams.
   • Drive seamless resolution across all  service journeys.
   • Improve customer advocacy, retention, and digital adoption.
2.  KPI Governance & Service Excellence
   • Own end-to-end delivery of KPIs including TAT, TNPS, FTF, LTR, Response Time, CSAT, Productivity, and Repeat Reduction.
   • Institutionalize governance cadences with circles, corporate teams, and partners.
   • Drive root-cause elimination, predictive analytics, and continuous service optimization frameworks.
3.  Social Media Crisis & Reputation Management
   • Lead  digital crisis management covering network outages, billing escalations, regulatory matters, high-visibility escalations, Viral posts for the brand.
   • Establish structured response and escalation governance to safeguard brand reputation.
   • Benchmark digital service performance and sentiment metrics against t competitors  and similar industries to sustain industry leadership.
4.  Live Chat Platform Development & Generative AI Enablement
   • Drive evolution of Live Chat platforms including automation, bot-human hybrid servicing, and omnichannel integration.
   • Leverage strong understanding of Generative AI for agent assist, smart response generation, automated summarization, and personalization.
   • Improve containment, first-time resolution, service quality, and cost efficiency through AI-led transformation.
5.  Cross-Functional & Executive Collaboration
   • Partner with Network, IT, Marketing, Product, Regulatory, and Circle Operations to resolve systemic CX issues.
   • Present insights and VOC analytics to C-level and senior leadership to influence strategic decisions.
   • Drive customer-centric interventions based on data intelligence and competitive benchmarking.
6.  Financial, Partner & Capability Leadership
   • Own Partner cost planning, budgeting, forecasting, and productivity optimization.
   • Drive outsourced partner governance, contractual performance management, and SLA adherence.
   • Deliver sustainable cost-to-serve reduction while improving experience metrics.
7.  People Leadership & Organizational Development
   • Lead and develop high-performing digital operations teams across Service partners.                                                                                                                                                                                                                      • Drive a culture of accountability, customer obsession, and performance excellence.
   • Mentor senior managers, build succession pipelines, and enhance digital and AI capability readiness.
   • Foster strong collaboration, engagement, and leadership alignment across multi-layered structures.

Core Competencies, Knowledge, Experience

Strategic Digital CX Leadership in high-volume environment
               • Strong KPI governance (TNPS, CSAT, TAT, FTF, Productivity)
               • Social Media Crisis & Reputation Management
               • AI-led transformation mindset with strong understanding of Generative AI in customer service                                                                                                                                                                                                                 • Executive stakeholder influencing & cross-functional collaboration
               • Large team and outsourced partner leadership.                                                                                                                                                                                                                                                                                                     • Digital servicing ecosystem (CRM, Social Media tools, Live Chat,  omnichannel platforms                                                                                                                                                                                                                             • 12–15+ years in Customer Operations / Digital CX                                                                                                                                                                                                                                                                                                 •5+ years leading PAN India digital/contact center operations

Must have technical / professional qualifications

• Bachelor’s degree (MBA preferred)
• Certifications: Digital AI programs (preferred)
• Proficiency in CRM systems, social listening tools, live chat platforms, AI-enabled CX tools)
• Strong partner management experience                                                                                                                                                                                                                

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership