Manager Operations

About the Role:

We are looking for a Senior Manager – Operations to own end-to-end customer support delivery across platforms, products, and enterprise customers. This role is critical in ensuring high availability, SLA adherence, operational excellence, and customer satisfaction at scale. The role demands a strong people leader with deep operational rigor, experience handling escalations, and the ability to drive continuous improvement through process, automation, and cross-functional collaboration.

Key Responsibilities

Customer Support & Operations Ownership

• Own end-to-end customer support operations and service delivery across all channels.
• Drive strict adherence to SOPs, SLAs, compliance, and quality standards.
• Monitor operational performance including queues, volumes, backlogs, and turnaround times.
• Ensure zero unapproved stoppage of operations and uninterrupted service delivery.
  
  

• Act as the final escalation point for customer escalations and critical incidents.
• Lead incident response, root cause analysis (RCA), and corrective/preventive action plans.
• Proactively identify operational risks and ensure timely escalation and mitigation.
  
  

• Lead and manage Team Leads, Supervisors, and Support Executives across shifts.
• Drive performance management, including goal setting, coaching, feedback, PIPs, and corrective
  
  

• Build a high-performance, customer-first culture with strong ownership and accountability.
• Ensure effective workforce planning, shift coverage, and capacity utilization.
  
  

• Track, analyse, and continuously improve key KPIs including SLA, TAT, Quality, CSAT, and
  
  

• Prepare and publish operational MIS, dashboards, and performance reports for leadership and
  
  

• Lead regular customer and internal operational reviews, ensuring transparent communication of
  
  

• Identify process gaps and inefficiencies; drive continuous improvement initiatives.
• Lead automation, tooling, and system optimization initiatives in partnership with Product and
  
  

• Optimize productivity, headcount utilization, and operational costs without compromising service
  
  

• Act as Single Point of Contact (SPOC) for key enterprise customers and internal stakeholders.
• Collaborate closely with Product, Technology, Sales, and Business teams to resolve customer
  
  

• Manage vendors and outsourced support teams, ensuring performance, compliance, and cost
  
  

• 6–8 years of experience in Customer Support / Operations, preferably in SaaS, Logistics Tech, or
  
  

• Proven experience managing large, multi-layered support teams and complex operations.
• Strong understanding of SLA-driven environments, incident management, and escalation handling.
• Hands-on experience with process improvement, automation, and operational analytics.
• Excellent stakeholder management and executive communication skills.
• Data-driven, structured, and execution-focused leadership style.
• Experience working in 24x7 operations and shift-based environments is a plus.