HOD— Customer Service, you will own the end-to-end service experience for MediBuddy's customers and partners. You will lead a team of 50–200 agents and their managers across voice, chat, and email channels, and be accountable for service quality, responsiveness, cost-to-serve, and customer satisfaction. AI mandate. A defining part of this role is modernising how support works. You will be directly responsible for identifying, deploying, and continuously improving AI-based solutions — including voice bots, chatbots, and agent-assist tools — to automate routine interactions, deflect avoidable contacts, and free your team to handle the moments that matter most. MediBuddy Confidential© MediBuddy Page 3Key Responsibilities Service Operations & Delivery • Own the day-to-day operations of a multi-channel contact centre (voice, chat, email, in-app), ensuring SLAs and quality standards are consistently met. • Drive workforce planning, scheduling, and capacity management to balance service levels against cost-to-serve across peaks and seasonality. • Lead process design and standard operating procedures, removing friction and reducing avoidable contacts at the root cause. • Manage escalations and high-sensitivity cases (e.g., clinical, claims, or grievance issues) with care, ownership, and the right cross-functional partners. AI-Led Automation & Transformation in CS • Define and own a clear roadmap for automating customer service operations using voice bots, chatbots, and agent-assist / copilot tooling. • Partner with Product and Engineering teams to design, build, and integrate conversational AI into existing channels and CRM systems. • Grow automation, containment, and deflection rates while protecting (and ideally improving) customer satisfaction — automation should reduce effort, not empathy. • Establish guardrails for safe, compliant, and accurate AI in a healthcare context, including escalation paths to human agents and continuous quality monitoring of bot interactions. • Measure bot performance, mine conversation data for intents and gaps, and run a continuous-improvement loop to retrain and refine automated journeys. People Leadership & Culture • Build, hire, develop, and retain a high-performing team of managers, team leads, and agents; build a strong bench and clear career pathways. • Foster a culture of empathy, ownership, and accountability where agents feel supported through change — especially as AI reshapes their day-to-day work. • Lead coaching, performance management, and capability-building programmes, including reskilling agents toward higher-value and AI-supervision roles. • Set clear goals and rituals (1:1s, reviews, recognition) that keep a 50–200 person team motivated and aligned. Customer Experience & Stakeholder Management • Champion the voice of the customer — surface insights from contacts and bot interactions to influence product, policy, and process across the company. • Collaborate closely with Product, Operations, Clinical, Sales, and Partner teams to resolve systemic issues and improve the end-to-end journey. MediBuddy Confidential© MediBuddy Page 4• Report on service performance, AI adoption, and ROI to senior leadership with clear metrics and a forward-looking narrative. What Success Looks Like Dimension Indicative Measures of SuccessCustomer Satisfaction Improved CSAT / NPS and lower customer effort across channelsResponsiveness SLA adherence, average handle and response times, first-contact resolutionAutomation Higher bot containment / deflection without CSAT decline; reduced cost-to-serveQuality Consistent QA scores for both human and AI-handled interactionsPeople Strong engagement, retention, and internal promotions within the teamWho You Are Experience & Qualifications • 12+ years of experience in customer service / contact centre operations, with 5+ years leading large teams (ideally 50+ agents) at a manager-of-managers level. • Proven track record running multi-channel support operations and owning core service metrics (CSAT, SLA, FCR, cost-to-serve). • Hands-on experience deploying or scaling AI / automation in support — conversational AI, IVR / voice bots, chatbots, or agent-assist tooling. • Strong understanding of contact-centre technology and CRM platforms (e.g., telephony, ticketing, and conversational-AI stacks). • Experience in healthcare, fintech, e-commerce, or another high-trust, high-volume consumer business is a strong plus. • Bachelor's degree required; an MBA or equivalent is an advantage. Skills & Attributes • A genuine people leader — builds trust, develops talent, and leads teams through change with empathy. • Deep operational instinct — comfortable with data, capacity models, and process design. MediBuddy Confidential© MediBuddy Page 5• Pragmatic about technology — excited by AI's potential, clear-eyed about its limits, and focused on customer outcomes. • Strong communicator and cross-functional collaborator who can influence Product, Engineering, and senior leadership. • Customer-obsessed, with sound judgement on sensitive, healthcare-related interactions. Why This Role Matters This is a rare opportunity to lead service for a healthcare platform at national scale and to define how AI and people work together to support patients. You will not just run an operation — you will reshape it, building a model where automation handles the routine and your team is freed to deliver care, judgement, and empathy where it counts most.