Head Of Customer Care

Head – Customer Care (Industrial Power Solutions)

About the Role

Leading customer care for a large industrial gensets/power solutions business, spanning India and international service operations. This role owns the vision, operating model, and governance for delivering world-class customer experience — leading a 90+ member team through Zonal Customer Care Heads, and acting as the senior escalation owner for critical, safety, and key-account issues.

What You'll Own

• Customer care strategy, SOPs, and governance across zones — with structured KPI reviews and dashboards
• End-to-end escalation management — breakdown calls, complaints, and high-impact/key-account issues, coordinating with Service, Parts, Warranty, and Field teams
• SLA ownership for response, diagnosis, and resolution turnaround time
• Voice of Customer programs — CSAT/NPS, complaint trend analysis, and root-cause driven improve...