Operations Manager

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.