Director, Control Tower
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Control Tower in India.
This role is a senior operational leadership position responsible for shaping and scaling global merchant operations and support functions within a fast-growing, high-performance environment. You will lead a distributed team focused on delivering seamless merchant experiences across multiple channels, ensuring efficiency, responsiveness, and continuous improvement in service delivery. The position combines strategic oversight with hands-on operational leadership, requiring a strong focus on data-driven decision-making, process optimization, and cross-functional alignment. You will collaborate closely with global stakeholders to define operating models, improve tools and workflows, and elevate customer satisfaction metrics. With direct ownership of team performance, budgets, and operational outcomes, this role plays a critical part in driving scalability and service excellence. It is ideal for a leader who thrives in complex, fast-moving environments and enjoys building high-performing teams from the ground up.
Accountabilities
In this role, you will lead the end-to-end management of merchant operations, ensuring high-quality service delivery across support channels such as email, chat, and voice where applicable. You will define and execute operational strategies aligned with global objectives, driving continuous improvement in merchant experience, efficiency, and scalability. A key part of your responsibility will include building and mentoring high-performing teams while ensuring strong governance, performance management, and data-driven operational excellence.
- Lead and scale merchant operations teams, ensuring strong performance, engagement, and capability development
- Define and execute operational strategy aligned with global control tower and business objectives
- Own KPIs, OKRs, and performance metrics to drive service quality, efficiency, and customer satisfaction
- Drive continuous improvement initiatives focused on merchant experience, process optimization, and automation
- Establish governance frameworks, operational standards, and compliance adherence across teams
- Collaborate with Finance and leadership teams on headcount planning, budgeting, and cost optimization
- Build data-driven reporting models to monitor performance, risks, and operational health
- Partner cross-functionally to improve tools, workflows, and merchant-facing processes
Requirements
The ideal candidate brings extensive experience in operations leadership within large-scale customer support or BPO environments, with a strong track record of building and scaling teams. You should be highly data-driven, comfortable managing complex operational systems, and capable of translating insights into actionable improvements. Strong stakeholder management, communication, and change leadership skills are essential, along with the ability to operate effectively in fast-paced, global environments.
- 10+ years of professional experience, including 5+ years in operations or customer support leadership roles
- Proven experience scaling large operational or BPO/CS teams in high-volume environments
- Strong expertise in performance management, KPI tracking, and operational governance
- Experience working with cross-functional teams including Finance, People Ops, and Product
- Ability to analyze qualitative and quantitative data to drive operational improvements
- Strong leadership, decision-making, and stakeholder communication skills
- Experience in ecommerce or global customer operations is a plus
- Ability to build and execute operational strategies aligned with business goals
Benefits
- Comprehensive medical, term, and accidental insurance coverage
- Paid time off including casual, sick, and earned leave
- Generous parental leave policies
- Public holidays and quarterly wellness days
- Work-from-home allowance and remote-friendly structure
- Exposure to global operations in a high-growth technology environment
- Strong focus on learning, leadership development, and career growth
- Inclusive, performance-driven, and collaborative culture
