Role Overview
We are hiring a Head of Data Operations to lead end-to-end delivery across Internet Research (IR) and
Telephone Research (TR)/Call Center operations, while bringing structure, predictability, and process
discipline through PMO practices.
This role goes beyond managing daily operations — it is responsible for building scalable, structured
systems that improve operational visibility, consistency, and performance across teams.
The ideal candidate is a strong operations leader who can run large teams efficiently and apply structured
problem-solving, reporting frameworks, and governance mechanisms to drive consistent outcomes.
Additionally, this role will translate organizational goals into structured operational plans and ensure
effective execution across IR and TR functions.
Key Responsibilities
- Operations Leadership & Delivery Ownership
Own and manage end-to-end delivery across IR, TR (Call Center), QA, and Skill Development
teams
Ensure SLA adherence, productivity, and quality benchmarks are consistently met
Drive daily execution discipline and ensure smooth, predictable operations
Manage and scale large teams (100+ members) with clear accountability structures
Ensure consistency in process execution across teams and projects (Costa Rica, Philippines &
India)
- Process Standardization & Workflow Optimization
Design and implement standard operating procedures (SOPs) across all operational workflows
Identify inefficiencies and drive process improvements to enhance productivity and quality
Ensure consistency in process execution across teams and projects
- PMO Integration & Governance
Introduce PMO best practices into operations to improve structure and control
Establish standardized reporting frameworks, planning templates, and tracking mechanisms
Implement Root Cause Analysis (RCA) processes to reduce recurring errors
Build governance cadence including regular reviews, health checks, and escalation protocols
Drive cross-functional alignment across Research, QA, Call Center, Automation, and Delivery
teams
Act as a bridge between leadership and operational teams, providing structured updates, insights,
and recommendations
Conduct regular operational reviews with Team Leads and Managers to track progress, identify
risks, and drive corrective actions
- Performance Tracking & Reporting
Develop and standardize operational dashboards and performance metrics
Define and monitor key operational KPIs including productivity, utilization, quality, and SLA
adherence
Provide clear visibility to leadership on delivery status, risks, and forecasts
Enable data-driven decision-making through structured reporting
- Team Leadership & Capability Building
Build strong Team Lead and Manager capability through coaching and structured feedback
Train Team Leads and Managers on structured problem-solving, RCA, and standardized
reporting practices
Drive a culture of accountability, ownership, and continuous improvement
Drive adoption of performance metrics and evaluation frameworks
Drive leadership development and build a strong second line of managers for scalability
- Risk Management & Continuous Improvement
Identify operational risks and proactively implement mitigation strategies
Ensure adherence to operational governance standards and escalation protocols
Reduce delivery bottlenecks and recurring issues through structured interventions
Foster a system-driven approach rather than reactive firefighting
What You Bring
Must-Have
10–15 years of experience in Data Operations, BPO/KPO, Information Services, or similar
domains
Proven experience managing large teams (100+ members) in SLA-driven environments
Strong operations leadership with hands-on delivery ownership
Experience in process standardization, SOP creation, and workflow optimization
Solid understanding of PMO principles (PM certification preferred)
Strong problem-solving, RCA, and analytical thinking skills
Excellent communication and stakeholder management skills
Good to Have
Experience in Internet Research / Telephone Research / Data Services operations
Exposure to dashboarding, reporting tools, and performance tracking systems
Experience working with US-based clients or global delivery models
What Success Looks Like
Smooth, predictable, and scalable operations across IR and TR
Consistent SLA adherence and improved quality metrics
Standardized reporting and performance tracking across teams
Reduction in recurring errors through structured RCA
Strong team accountability and performance culture
Improved cross-functional coordination and operational efficiency
This role is an Operations Leader with embedded PMO discipline — responsible for both execution
excellence and system-driven scalability.
Skills: rca,research,operations,leadership,data
