About the role
The Operations Manager owns everything between a customer asking for help and the customer holding their document. You will lead the full operations team customer-facing, back-office and field and be accountable end to end for customer satisfaction and the business metrics operations drives.
Responsibilities:
- Own customer satisfaction across all channels, including escalations, complaints and reviews.
- Own operations metrics: conversion, turnaround time, quality, collections and cost, and present them in the weekly business review.
- Lead, hire and develop the operations team and the leads under you.
- Build and enforce SOPs, SLAs and quality checks so every service runs reliably and at scale.
- Work with Technology and Marketing on automation, the ops console and capacity planning.
- Set up operations in new cities, starting with Hyderabad.
Requirements:
- 5-8 years in operations, with at least 2-3 years leading multi-team operations in a high-volume consumer service business.
- A track record of moving metrics, not just reporting them.
- Strong process and data skills: SOPs, dashboards, funnels and SLAs.
- Fluent in English and Kannada; Hindi preferred.
- Familiarity with Indian government document processes is a plus.
- High integrity in handling customers' personal documents and data.