Customer Operation Leader

Job Title

Customer Operation Leader

Location(s)

Mumbai

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Find your future at Revvity

Key roles and responsibilities

1. Customer Care - Order to Revenue (OTR)

Develop and execute the organization’s integrated Customer Operations strategy aligned with long-term business objectives.

· Own the customer care strategy across all channels and set service standards that improve response times and satisfaction.

· Lead and supervise OTR team for the end-to-end Order to Revenue process, from order validation to fulfilment with Customer care operations and Sales & service.

· Align with Global Sales, Inventory, planning & Operations (SIOP) team to ensure maximum fulfilment against forecast.

· Ensure alignment between commercial commitments and operational delivery capabilities.

· Act as the escalation point for complex customer issues, resolving them and fixing root causes.

Ensure adherence to public procurement regulations, tender conditions, and ethical business standards.

· Drive AI and automation to improve customer experience.

· Monitor all Customer Centric KPI’s set to improve the customer delight.

2. Logistics and Distribution (including Procurement)

· Plan and manage logistics, freight and last-mile delivery to agreed KPIs.

· Manage third-party logistics providers, freight forwarders, and suppliers to optimize inventory, cost, and delivery.

· Oversee import, export, and customs clearance in line with HSN, International Trade Compliance, Incoterms, and safety standards.

· Lead procurement for local supplies and trade tenders to secure the best product and price.

· Own the Freight & Distribution budget, logistics purchase orders, and invoice approvals.

3. Process Improvement and Performance Monitoring

· Draft, review, and standardize Customer Care and Logistics Standard Operating Procedures (SOPs).

· Lead cross-functional projects that improve cost and service efficiency.

· Track customer service and logistics KPIs, and present reports and recommendations to senior management.

· Ensure the Customer Care function fully compliant with process and participate all internal and external audits with zero tolerance for any non-confirmative.

· Hold regular performance reviews with partners and quarterly business reviews with clients.

4. Leadership

· Lead the customer care, OTR and logistics teams, and set clear goals.

· Plan resources, schedules, and workload to cover peak demand.

· Train and develop staff and ensure compliance with company policies.

· Support hiring and succession planning.