The General Manager Operations will lead and scale end-to-end business operations for a work as a service organization. This role typically involves execution of multiple large projects that could be field-based or remote execution - across grey-collar domains. The ideal candidate brings strong execution rigour, delivery of results, the ability to build scalable operational systems, and proven experience managing large, distributed teams in a high-growth environment.
PRIMARY RESPONSIBILITIES
- Operational Strategy & Execution: Define and execute operational strategies to drive efficiency, scalability, service quality, and cost optimization across business operations. Translate business objectives into structured operating plans with clear ownership, governance, and measurable outcomes.
- Leadership & Team Management: Lead, mentor, and scale multi-layered operations teams including central operations, field leadership, and partner/vendor networks. Build a high-ownership, performance-driven culture with strong accountability and collaboration.
- Service Quality & Process Excellence: Design and implement SOPs, quality frameworks, audits, and continuous improvement mechanisms to meet client SLAs and service standards. Drive root-cause analysis and corrective action planning to improve execution reliability.
- Client Experience & Stakeholder Management: Own client satisfaction by proactively managing escalations, strengthening communication, and ensuring consistent service delivery. Act as the primary operational interface between clients, service providers, and internal stakeholders.
- Resource Planning & Deployment: Plan and optimize workforce deployment, vendor capacity, territory coverage, and operational infrastructure to meet business demand. Oversee onboarding, performance management, and productivity of service providers and partners.
- Financial & Cost Ownership: Own operational budgets, P&L , track expenses, and identify cost-efficiency and productivity improvement opportunities. Improve unit economics without compromising service quality.
- Performance Management & Analytics: Define, monitor, and report key operational KPIs covering productivity, quality, turnaround time, cost, and client satisfaction. Use data-driven insights to guide decisions and scale best practices.
- Risk, Compliance & Governance: Identify operational risks and implement mitigation strategies to ensure business continuity. Ensure compliance with applicable regulatory, legal, and industry standards.
- Process Documentation & Enablement: Build and maintain detailed process documentation, SOPs, and playbooks for operations, field execution, and partner onboarding.
DESIRED SKILLS
- Graduation from Tier 1 Institutions (IITs/NITs preferred)
- 710 years of proven experience in B2B operations, field operations (such as on-ground workforce deployment, territory management, vendor onboarding, service fulfillment, and quality audits), vendor management, and gig workforce operations, with strong negotiation and decision-making skills.
- Excellent analytical, problem-solving, and communication abilities.
- Strong leadership skills with experience managing diverse and distributed teams, including on-ground workforce and partner networks.
- Proficient in Microsoft Office Suite and familiar with marketplace management and field operations tools.
- Ability to multitask, adapt, and perform effectively under pressure in a dynamic and fast-paced business environment.
