Operations Manager

We're looking for an Operations Manager to own and scale MyMotor's core operations, ensuring the platform's key user-facing processes run smoothly, accurately, and at speed across every state and union territory in India. This is a high-ownership role where you'll manage day-to-day operational workflows, external partner/vendor relationships, payment reconciliation, and support escalations, while working closely with Product, Engineering, and Finance to keep the platform running reliably at scale.

The core responsibilities for the job include the following:

Core Process Ownership:

• Own the end-to-end operational lifecycle of MyMotor's key user transactions, from request/check payment settlement status updates to refund handling, ensuring speed and accuracy across all states and union territories.
• Monitor and improve turnaround times for status updates and settlements (e. g., faster processing options like Express Checkout).
• Build and refine SOPs for exception handling of failed transactions, payments deducted but pending, duplicate cases, disputed records, and refund escalations.

External Partner and Data-Source Coordination:

• Track changes across the various state/government-linked portals and data sources MyMotor depends on ensuring platform data and workflows stay in sync with external systems.
• Coordinate with external authorities, data providers, or aggregator partners to resolve data mismatches, downtime, or policy/process changes.
• Stay ahead of regulatory or procedural changes and adapt internal workflows accordingly.

Payments and Reconciliation:

• Work with payment gateway partners to ensure high transaction success rates across UPI, cards, and net banking.
• Own daily/weekly reconciliation of payments, fees, and refunds; flag and resolve mismatches.
• Partner with Finance on settlement reporting and dispute resolution.

Customer Support and Escalations:

• Manage the operations-support interface for escalations from the support queue: refund delays, status mismatches, and other disputed cases.
• Define SLAs for support resolution and drive down escalation volume through root-cause fixes.

Team and Process Management:

• Build, train, and manage an operations/support team (or vendor/BPO partners) handling user queries and reconciliation.
• Set up dashboards and reporting to track key metrics: conversion rates, payment success rate, refund TAT, escalation volume, and state-wise or region-wise error rates.
• Identify automation opportunities to reduce manual intervention in recurring data pulls, checks, and status updates.
• Cross-functional Collaboration
• Work closely with Product and Engineering to prioritize fixes for data inconsistency issues and support new features or regional rollouts.
• Partner with Marketing/Growth on operational readiness for campaigns and new launches.

Requirements:

• 4-8 years of experience in operations, preferably in fintech, payments, or a consumer app with external/regulatory data dependencies.
• Strong process orientation: comfortable building SOPs from scratch and iterating fast in a 0-to-1 or scaling environment.
• Experience with payment reconciliation, gateway partners, or third-party/government-linked data systems is a strong plus.
• Data-driven: comfortable with Excel/Sheets, SQL a plus, and dashboarding tools (e. g., Metabase, Looker).
• Proven ability to manage vendors, BPO/support teams, and cross-functional stakeholders.
• Excellent problem-solving skills: you'll be dealing with edge cases across multiple states/regions, each with different rules and systems.
• High ownership mindset; thrives in ambiguity and fast-changing environments.

Good to Have:

• Prior experience in the vehicle, mobility, insurance, or govtech ecosystem.
• Familiarity with government-linked verification/data systems (e. g., DigiLocker or similar).
• Startup experience in a high-growth consumer app.