We are looking for a high-ownership Operations Manager to lead and scale our Relationship Management (RM) operations. The ideal candidate comes from a fast-paced startup environment and thrives in solving operational challenges, improving customer experience, and driving business growth through execution excellence.
This role requires managing a large team of Relationship Managers while working closely with Product, Sales, Operations, and Leadership to improve customer adoption, retention, cross-sell, and upsell outcomes.
Key Responsibilities
Team Leadership & Operations
- Lead and manage a large team of Relationship Managers.
- Drive team productivity, service quality, and SLA adherence.
- Coach team leads and managers to improve performance and customer outcomes.
- Establish operational metrics and ensure consistent execution.
Customer Adoption & Revenue Growth
- Drive customer adoption across the client base.
- Improve engagement, activation, and utilization metrics.
- Identify opportunities for cross-sell and upsell through RM-led initiatives.
- Work closely with Sales and Customer Success teams to maximize customer lifetime value.
Data Analytics & Reporting
- Perform in-depth analysis using Google Sheets/Excel.
- Build dashboards and MIS reports to monitor business performance.
- Analyze funnel metrics, productivity, customer behavior, and operational KPIs.
- Generate actionable insights and recommend improvements based on data.
Stakeholder Management
- Collaborate with Product, Sales, Finance, HR, and Technology teams.
- Act as the operational SPOC for key internal stakeholders.
- Ensure smooth execution of cross-functional initiatives.
- Present performance reviews and recommendations to leadership.
Client Escalation Management
- Own and resolve high-priority customer escalations.
- Conduct root cause analysis and implement preventive actions.
- Maintain strong relationships with enterprise clients and ensure high customer satisfaction.
Process Excellence
- Identify operational bottlenecks and implement scalable solutions.
- Drive automation and continuous process improvement initiatives.
- Create and standardize SOPs, governance frameworks, and operational controls.
- Lead strategic initiatives that improve efficiency, quality, and customer experience.
Desired Candidate Profile
- 8+ years of experience in Operations, Customer Success Operations, Business Operations, or Program Management.
- Experience working in a high-growth startup or fast-scaling organization.
- Proven experience managing large customer-facing teams (50–150+ members preferred).
- Strong analytical skills with advanced Google Sheets/Excel proficiency (Pivot Tables, INDEX-MATCH/XLOOKUP, QUERY, dashboards, reporting).
- Excellent stakeholder management and communication skills.
- Experience handling enterprise client escalations.
- Strong problem-solving and structured thinking abilities.
- Comfortable working with ambiguity and building processes from scratch.
- Ability to independently own business metrics and deliver measurable outcomes.
Preferred Experience
- SaaS, FinTech, HRTech, Employee Benefits, B2B SaaS, or Customer Success organizations.
- Experience with CRM platforms, ticketing tools, and workflow automation.
Success Metrics
- Customer adoption and activation rates.
- Cross-sell and upsell performance.
- Team productivity and SLA adherence.
- Customer Satisfaction (CSAT) and escalation resolution time.
- Process improvement impact and automation initiatives.
- Operational efficiency and cost optimization.
What We’re Looking For
- High ownership mindset.
- Bias for action and execution.
- Data-driven decision maker.
- Strong people leader.
- Excellent stakeholder management.
- Continuous improvement mindset.
- Ability to thrive in a fast-paced startup environment.
Pay: ₹800,000.00 - ₹1,703,982.00 per year
Benefits:
Work Location: In person
