CX Delivery Site Lead

Role Overview Logitech is looking for a CX Delivery Site Lead based in Chennai to drive operational efficiency across its global Customer Experience operations. This is a mid-senior leadership role focused on vendor management, performance excellence, and aligning CX delivery with Logitech's broader organisational goals. You will serve as the primary point of contact for key vendor partnerships and champion continuous improvements in service quality and scalability. Key Responsibilities - Lead and oversee daily operations of key CX vendors, ensuring service delivery consistently meets performance standards and business objectives - Evaluate and manage vendor KPIs, SLAs, and performance agreements while resolving operational issues to maintain smooth customer care delivery - Collaborate with vendors to streamline processes, eliminate bottlenecks, and align with Logitech's customer-focused methodologies - Conduct periodic performance reviews, calibration sessions, and assessments to identify improvement areas and drive measurable results - Develop and implement global CX performance optimisation standards based on operational findings and best practices - Partner with Logitech's global and regional CX teams to identify inefficiencies and implement systemic solutions that raise quality and consistency - Build and roll out performance dashboards to establish a global standard for metrics tracking and reporting across all partner teams - Facilitate cross-vendor knowledge sharing to improve methodologies and benchmark performance globally Required Qualifications - 5 to 10 years of relevant experience in CX operations or service delivery management - Strong background in managing BPO or third-party vendor operations with direct responsibility for KPI and SLA oversight - Proven track record of driving operational excellence and performance improvements in customer experience environments - Expertise in using data-driven insights and dashboards to monitor, report, and optimise performance - Excellent communication and collaboration skills across all levels of the organisation - Bachelor's degree or equivalent experience in a relevant field - Fluency in English; proficiency in additional Indian languages is an advantage Why Join Us Logitech offers a flexible hybrid work environment that supports your overall wellbeing alongside comprehensive and competitive benefits tailored to help you and your family thrive. You will be joining a globally diverse, inclusive team where your contributions have a meaningful impact on millions of customers worldwide.

- 5 to 10 years of experience in CX operations or service delivery - Hands-on experience managing BPO or third-party vendor operations - Strong KPI, SLA, and performance agreement management skills - Proven ability to drive operational excellence and process improvements - Experience with data-driven performance dashboards and reporting - Strong organisational and multitasking abilities - Excellent communication and stakeholder management skills - Fluency in English; additional Indian language proficiency is a plus - Bachelor's degree or equivalent in a relevant field - Familiarity with global CX trends and benchmarking practices

- Flexible hybrid work model - Comprehensive and competitive benefits package - Health and wellness support covering physical, financial, emotional, and social wellbeing - Inclusive and diverse global work culture - Opportunity to work on global CX initiatives with cross-regional teams