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.
Key Responsibilities:
Core Process Ownership
- Own the end-to-end operational lifecycle of MyMotor's key user transactions — from request/check → payment → settlement → status update → 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 — failed transactions, payments deducted but pending, duplicate cases, disputed records, and refund escalations.
External Partner & 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 & 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 & 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 & 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 & Engineering to prioritize fixes for data inconsistency issues and support new feature or regional rollouts.
- Partner with Marketing/Growth on operational readiness for campaigns and new launches.
What We're Looking For:
- 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, 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.
Pay: From ₹1,000,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Paid sick time
- Paid time off
Application Question(s):
- Notice Period (in days)
- Current CTC (in LPA)
- Do you have experience managing payment operations?
Work Location: In person
