About Foundever

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

Winner of Comparably’s Award for Best Global Culture in 2022 and 2021  

Gold Stevie Award Winner for Great Employers  

We foster an exciting culture of creativity, connection, and commitment.   

Read more about our culture: Foundever™ Stories.  

Job Summary

As the General Manager for Foundever India, you will oversee all aspects of the company’s India Country Delivery and Growth strategies. This currently includes business in Mumbai, Hyderabad, Chennai and Gurugram. This role will also be expected to participate in building and executing a growth strategy for our business in India including but not limited to site expansions and India to India partnerships. You will develop and implement strategic roadmaps to drive operational and overall business and P&L success, working closely with the CEO, US Market and other executives to align business strategies with the company’s goals and objectives as Foundever moves into a new phase of transformation and growth. 

Deliverables & Key Responsibilities

• Develop and implement a long-term strategic roadmap for the India market aligned with business objectives for the wider Am Pac region 
• Lead corporate strategy initiatives to drive revenue growth and market expansion. 
• Develop robust market entry and expansion strategies to drive sustainable business growth. 
• Enhance the company's external brand positioning through thought leadership and innovation. 
• Identify and capitalize on new business opportunities and strategic partnerships whilst working with Sales and Business Continuity teams 
• Provide data-driven insights and recommendations to the CEO and executive team. 
• Ensure seamless day-to-day operations across all support functions: HR, IT, finance, legal, and facilities. 
• Establish and enforce operational KPIs and performance metrics. 
• Drive digital transformation and automation to enhance scalable efficiency. 
• Implement operational best practices to improve efficiency and reduce costs. 
• Drive continuous improvement initiatives across global operations. 
• Foster a culture of innovation and data-driven decision-making. 
• Full responsibility and accountability for the country P&L 

Qualifications & Experience

As a seasoned professional who has led an organization through a scale up and growth you will be expected to be familiar with optimizing resource allocation to support business scalability as well as 

• Oversee budgeting, forecasting, and financial planning processes ensuring profitability and cost control while maintaining operational excellence. 
• Develop and mentor the India leadership team. 
• Drive a high-performance culture, ensuring accountability and continuous improvement. 
• Cultivate and manage relationships with key clients, investors, and partners as well as represent the company in industry events, negotiations, and public forums. 
• Ensure alignment between internal and external stakeholders on strategic initiatives. 
• Monitor and ensure adherence to international regulatory requirements. 
• Mitigate risks and ensure compliance with industry standards and best practices. 
• Establish governance frameworks to maintain corporate integrity. 

Background

• 20+ years of experience with significantly increasing levels of responsibility overseeing the main operations of the business, while also overseeing one or more major support functions such as Sales or Supply Chain, including both international and domestic business.  
• Solid educational background with a Bachelors Degree in Business or related field; MBA preferred 
• Previous international experience showcasing management of large CX operations across multiple geographies 
• Demonstrable track record in developing best-in-class practices for cost-effective service delivery while maintaining high NPS ratings 
• Have transformed and lead teams, with strong coaching and development skills 
• Designed and prepared long and short-term strategic plans to achieve desired goals 
• Demonstrated ability to research, identify and resolve problems and develop alternative solutions 

Compensation and Travel

This is a strategic senior role at Foundever, where your leadership impact will reach beyond India.  Therefore, you may be expected to travel up to 50% within India and internationally as and when the business requires. 

In return you will receive a competitive base salary, 40% bonus and benefits.  More information will be provided during the recruitment process.    

Pre-employment Requirments

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.  

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.   

#LI-DW1