Job Overview
We are looking for an entrepreneurial and execution-focused Business Operations Leader who can establish, build, and scale a high-performing operations function for our growing HVAC business.
This is not a conventional Call Center Manager position. The role requires someone capable of creating operational frameworks, implementing technology-driven solutions, building high-performing teams, and driving business growth through operational excellence.
The successful candidate will work closely with senior leadership to define operating models, establish scalable processes, implement best practices, and create a culture focused on accountability, customer experience, and continuous improvement.
This position is ideal for professionals who enjoy building businesses rather than simply managing day-to-day operations.
Key Responsibilities
Business Operations Leadership
- Build and establish operational frameworks for a rapidly growing service business.
- Develop scalable operating models that support business growth.
- Define operational standards, governance mechanisms, and performance expectations.
- Drive operational efficiency while maintaining exceptional customer experience.
- Partner with leadership to translate strategic objectives into operational execution.
- Identify opportunities for growth, efficiency, and organizational improvement.
Process Design & Operational Excellence
- Design, document, and implement SOPs, workflows, and operational playbooks.
- Standardize business processes to improve consistency, quality, and scalability.
- Identify process gaps and implement practical, long-term solutions.
- Drive continuous improvement initiatives across multiple business functions.
- Build systems that improve productivity, accountability, and operational visibility.
- Ensure operational compliance with internal quality standards.
Business Transformation & Technology
- Lead operational transformation initiatives across the organization.
- Identify opportunities for automation and digital enablement.
- Work closely with CRM and technology teams to improve workflows and business systems.
- Champion technology adoption across operational teams.
- Leverage business intelligence and analytics to support decision-making.
- Promote innovation through process and system enhancements.
Customer & Service Operations
- Ensure seamless delivery of customer operations across the business.
- Resolve complex customer and operational challenges effectively.
- Build customer-centric operational processes that enhance service quality.
- Collaborate with Sales, Dispatch, Customer Service, and Field Operations teams to ensure smooth execution.
- Drive improvements that enhance both customer satisfaction and operational efficiency.
Performance Management & Business Analytics
- Establish meaningful KPIs and operational performance metrics.
- Monitor business performance using dashboards and analytics.
- Present operational reviews and business insights to senior leadership.
- Use data to identify trends, risks, and opportunities for improvement.
- Ensure operational objectives align with organizational goals and growth plans.
Cross-Functional Leadership
- Work closely with Technology, HR, Finance, Sales, Marketing, Customer Success, and Field Operations teams.
- Lead strategic projects involving multiple business functions.
- Drive organizational alignment through effective communication and collaboration.
- Ensure operational readiness for new business initiatives and service offerings.
Work Schedule
This role supports business operations aligned with the US market.
Candidates should be comfortable working evening/night shifts based on business requirements and demonstrate flexibility to support key operational initiatives whenever required.
Pay: ₹60,000.00 - ₹80,000.00 per month
Application Question(s):
- How many years of experience do you have in Business Operations, Operations Excellence, Process Improvement, or a similar leadership role?
- How experienced are you in designing and implementing SOPs, workflows, process documentation, and operational playbooks?
- What experience do you have with automation, CRM systems, business intelligence tools, dashboards, or other technology-enabled process improvements?
- Do you have experience designing and implementing SOPs and scalable operational processes?
- Do you have experience using data, KPIs, dashboards, or analytics to drive business decisions?
Work Location: In person
