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What is the role of a Director, Control Tower at Jobgether?

The Director, Control Tower position at Jobgether is a Full-time or part-time position opportunity in the Executive/Management field.

What type of employment is offered for this Director, Control Tower role?

Full-time or part-time position

What is the expected salary for this Director, Control Tower job?

Compensation will be discussed during the hiring process.

Director, Control Tower job near me in India at Jobgether

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

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Director, Control Tower in India at Jobgether

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