VP Customer Excellence and Operations, Castrol India

At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others. 

About the role 

You’ll shape how customers experience our business—end to end. 

In this role, you’ll lead a team that makes it easier for customers to work with us, while ensuring everything runs smoothly behind the scenes. You’ll connect the dots across teams, data, and digital tools to deliver simple, consistent, and high-quality experiences. 

You’ll also play a key role in improving how we go to market, how we partner, and how we use digital solutions to stay relevant as customer needs evolve. 

What you’ll do 

• Make the customer journey simple and connected 

• Bring together channels, tools and insights to create a smooth and consistent experience from start to finish.  

• Run operations that are reliable and easy to scale 

• Improve how work flows across teams, making processes clearer, faster and more consistent.  

• Strengthen how we reach and serve customers 

• Review and evolve how we go to market, including working with partners, to improve reach, service and efficiency.  

• Use digital to unlock better outcomes 

• Work closely with digital teams to deliver solutions that improve customer experience, simplify operations and create new opportunities.  

• Turn data into action 

• Use performance data and customer feedback to spot trends, identify gaps and drive meaningful improvements.  

• Build skills for the future 

• Grow the capabilities of your team and partners, helping them adapt to new tools, ways of working and customer expectations.  

What you’ll bring 

• Experience leading teams across customer experience, operations, sales or related areas 

• A track record of improving how customers interact with a business 

• Comfort working across different teams, functions and locations 

• Confidence using data to make decisions and prioritise improvements 

• Experience working with digital tools or transformation initiatives 

• A collaborative, curious and adaptable leadership approach 

Who you’ll work with 

You’ll collaborate with people across the business and beyond, including: 

• Sales, marketing, finance, supply chain and people teams 

• Digital and technology teams 

• Customers, partners and external service providers 

Why this role matters 

Your work will directly impact how customers experience the business and how effectively teams deliver. By improving both, you’ll help the business grow, adapt and stay competitive. 

Our commitment 

We’re building an inclusive environment where everyone feels valued and supported. We welcome people from all backgrounds and experiences, and we’re happy to make adjustments to support you through the hiring process. 

We support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly. 

There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits.