Industry: Immigration (Company name is confidential)
Role: Director of Operations
Position Overview
We are seeking an experienced Director of Operations to lead our India office and serve as the on-ground executive presence for our rapidly growing organization. This strategic leadership role will bridge the gap between our US-based executive team and India-based operations, driving operational excellence, revenue growth, and organizational efficiency across all departments. Reporting directly to the CEO in the US, you will be responsible for managing day-to-day operations, collaborating with department heads, and positioning the company for its next phase of growth.
Key Responsibilities
Operational Leadership :
- Oversee and optimize operations across Sales, Marketing, Customer Success, and Operations departments
- Work closely with department heads to modernize processes, improve efficiency, and increase throughput
- Establish and monitor key performance indicators (KPIs) across all functional areas
- Identify operational bottlenecks and implement solutions to streamline workflows
- Drive continuous improvement initiatives to enhance service delivery and client outcomes
Revenue & Growth Management
- Collaborate with Sales and Marketing heads to develop and execute revenue growth strategies
- Analyze performance metrics and market trends to identify new revenue opportunities
- Support the development and launch of new products and service offerings
- Ensure alignment between operational capacity and revenue targets
Customer Experience Excellence
- Partner with the Customer Success head to enhance client engagement and retention
- Address client disengagement issues and implement proactive intervention strategies
- Ensure consistent, high-quality service delivery throughout the client journey
- Develop solutions to reduce client withdrawals and program pauses
People & Team Management
- Provide leadership, mentorship, and guidance to 250+ employees across all departments
- Foster a high-performance culture focused on accountability, collaboration, and excellence
- Support department heads in talent development, performance management, and succession planning
- Navigate time zone challenges to maintain effective communication with US-based executives
Strategic Initiatives
- Contribute to company-wide strategic planning and goal-setting
- Identify and evaluate opportunities for business expansion and operational scaling
- Lead cross-functional projects that drive organizational improvement
- Serve as the primary point of contact for India office matters
Required Qualifications Experience
- 12+ years of progressive leadership experience in operations and customer service
- Minimum 5 years in a senior director or VP-level role managing large teams (200+ employees)
- Proven track record of scaling operations in a high-growth environment
- Experience managing multi-departmental functions (Sales, Marketing, Operations, Customer Success)
- Background in services, consulting, professional services, or related industries preferred
Skills & Competencies
- Operational Excellence: Deep expertise in process optimization, workflow design, and efficiency improvement
- Strategic Thinking: Ability to translate business strategy into operational execution
- Revenue Focus: Strong business acumen with demonstrated ability to drive revenue growth
- People Leadership: Exceptional team management and leadership development capabilities
- Customer-Centric: Commitment to delivering outstanding customer experiences
- Cross-Cultural Communication: Experience working effectively across time zones with US-based leadership
- Problem-Solving: Analytical mindset with ability to diagnose issues and implement practical solutions
- Change Management: Proven ability to lead organizational transformation and process modernization
Education
- Bachelor's degree required; MBA or advanced degree preferred
- Certifications in operations management, Six Sigma, or related areas are a plus.
What Success Looks Like
In your first 6-12 months, you will :
- Establish strong working relationships with all department heads and the US executive team
- Conduct a comprehensive assessment of current operations and identify priority improvement areas
- Implement at least 3-5 major process improvements that measurably increase efficiency
- Develop and execute a plan to improve client retention and reduce withdrawal rates
- Create a roadmap for new revenue opportunities and product development
- Build a high-performing leadership team culture across departments
Important Candidate Requirements
- Candidate age should be below 38 years.
- Total work experience should be 10-15 years (not exceeding 15 years).
- Candidate must have experience in the FMCG or E-commerce industry only.
- Career stability is mandatory (no frequent job changes).
- Candidate must hold an MBA degree.
- MBA should be from IIT or IIM institutes only, preferably from:
- IIM Ahmedabad
- IIM Kolkata
- IIM Bangalore
Role & Functional Requirements
The candidate should have strong experience primarily in :
- Operations
- Marketing
- Sales
- Currently working in or previously held a director-level role.
Compensation & Availability
- Current CTC should be - 80 LPA or above.
- Notice period should be 30 days or less (not more than 30 days).
(ref:iimjobs.com)
