Head - HITL and CX Operations

Role Overview

Client is building the future of AI-powered customer experience where humans and AI work seamlessly together. We are seeking a senior leader to own and scale our HITL(Human-in-the-Loop) & Contact Centre Operations, a cornerstone of our AI-first enterprise offerings.

This role blends business leadership and operational execution. You will be accountable for designing the human capital layer that powers next-gen contact centres, driving adoption for contact centers, and ensuring world-class HITL delivery for enterprise clients. If you are excited about building a new business unit from the ground up, shaping how enterprises adopt AI + human hybrid models, and driving P&L ownership, this is the role for you.

Key Responsibilities:

Strategy & Ownership

• Own P&L for HITL Operations, balancing cost, quality, and scalability.
• Build and lead Nurixs HITL + Contact centre charter covering staffing, delivery workflows, vendor partnerships, and operational excellence.

Business Development & GTM

• Lead client conversations to evangelize our AI + Human CX model, securing new business and expanding existing relationships.

• Shape commercial models and pricing strategies for CC engagements.

• Partner with Sales & GTM teams to design, position, and sell HITL & CC offerings across enterprise accounts

Delivery & Operations Leadership

• Ensure adherence to SLAs, compliance, and quality frameworks while delivering superior customer outcomes.
• Embed performance management systems CSAT, NPS, AI deflection, agent productivity, cost per interaction.
• Set up and scale high-performance CC teams (in-house/partner-based).

AI-Human Integration

• Ensure the CC function continuously enhances AI effectiveness and improves end-to-end CX journeys.
• Collaborate with AI/ML and product teams to design smooth human-agent transitions, optimize hybrid workflows, and improve AI learning loops.

Ideal Candidate Profile

• 12+ years in contact centre ecosystem & CX transformation, including business development / P&L ownership.
• Proven track record of building and scaling delivery organizations and client-facing charters.
• Deep understanding of how AI and human operations converge in customer service.
• Experience in consumer internet, EdTech, BFSI, or retail sectors preferred.
• Strong commercial acumen with ability to close business alongside sales leaders.
• Excellent stakeholder management across sales, delivery, and engineering/product functions.

Bonus Skills

• Experience with GenAI / LLM-powered CX solutions.

• Exposure to global delivery models and compliance

• Track record of building new verticals or units from scratch.

Why Join?

• Chance to combine business development with operational leadership.

• Shape how enterprises globally adopt hybrid AI-human customer experience models.
• Build from zero to scale own a new business unit at the frontier of AI + human CX.
• Work with a visionary team from Indias most successful digital and AI First venture