Operations Manager I

Role Overview

Key Responsibilities

• Ensure day-to-day operations meet SLAs while maintaining employee engagement and customer satisfaction.
• Follow governance models, escalation protocols, and communication plans.
• Drive performance discipline, quality adherence, and timely resolution of operational challenges.
• Evaluate processes and implement efficiency, automation, and quality improvements.
• Lead UAT for tools, product features, and workflows and coordinate defect resolution.
• Promote automation and AI-driven solutions to improve productivity and customer experience.
• Partner with product and engineering teams to pilot and scale successful technology interventions.
• Coach team members, build leadership capability, and foster a collaborative high-performance environment.
• Manage cross-functional and multi-site collaboration across Tech, Product, QA, WFM, and HR.
• Manage 18–20+ executives with focus on engagement, retention, and career progression.
• Identify growth opportunities and support revenue, margin, productivity, and cost improvement initiatives.
• Use forecasts, operational metrics, dashboards, and analytics to guide hiring and proactive decisions.

Desired Skills

• Strong understanding of product ecosystems, tools, workflows, and system integrations.
• Experience with UAT, defect tracking, test case validation, and product feedback loops.
• Familiarity with AI/ML applications, automation tools, bot workflows, and digital transformation trends.
• Advanced Excel skills and proficiency in PowerPoint.
• Strong analytical thinking, problem-solving, data interpretation, decision-making, communication, and influencing skills.
• Leadership and people management with a collaborative approach.

Qualifications

• Bachelor's degree.