Track Manager (Support & Operations)
HyderabadFull-time10–12 yrsPosted 1 week ago
Leadership operations role at HCLTech in Hyderabad. Needs 10–12 years.
About the role
XMO Director (L3) Lot 1 – Experience Management Office (XMO) Location: Hyderabad / Bangalore Experience: 10–12 Years Role Summary The XMO Director will lead the Experience Management Office (XMO) function, driving service excellence, customer experience, employee experience, and continual service improvement across the IT services landscape.
What you'll do
- Define and drive the XMO vision, strategy, governance framework, and continuous improvement roadmap
- Establish and manage experience measurement frameworks, including XLAs, customer satisfaction, user sentiment, and service performance metrics
- Partner with Service Delivery Managers, Tower Leads, Governance teams, and Business Stakeholders to improve overall service experience and business outcomes
- Analyze operational, service, and experience data to identify trends, pain points, and opportunities for improvement
- Lead service improvement initiatives focused on enhancing customer experience, employee productivity, operational efficiency, and service quality
What you need
- Six Sigma
- Reporting
- ITIL
- Process improvement
Good to have
- Power BI
- ServiceNow