Role Overview
Nurix 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
- Build and lead Nurix’s HITL + Contact centre charter — covering staffing, delivery workflows, vendor partnerships, and operational excellence.
- Own P&L for HITL Operations, balancing cost, quality, and scalability.
Business Development & GTM
- Partner with Sales & GTM teams to design, position, and sell HITL & CC offerings across enterprise accounts.
- Lead client conversations to evangelize Nurix’s AI + Human CX model, securing new business and expanding existing relationships.
- Shape commercial models and pricing strategies for CC engagements.
Delivery & Operations Leadership
- Set up and scale high-performance CC teams (in-house/partner-based).
- 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.
AI-Human Integration
- Collaborate with AI/ML and product teams to design smooth human-agent transitions, optimize hybrid workflows, and improve AI learning loops.
- Ensure the CC function continuously enhances AI effectiveness and improves end-to-end CX journeys.
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 Nurix?
- Build from zero to scale - own a new business unit at the frontier of AI + human CX.
- Chance to combine business development with operational leadership.
- Work with a visionary team from India’s most successful digital and AI-first ventures.
- Shape how enterprises globally adopt hybrid AI-human customer experience models.
