About the Role:
We are looking for a Senior Manager Operations to own end-to-end customer support delivery across platforms, products, and enterprise customers. This role is critical in ensuring high availability, SLA adherence, operational excellence, and customer satisfaction at scale. The role demands a strong people leader with deep operational rigor, experience handling escalations, and the ability to drive continuous improvement through process, automation, and cross-functional collaboration.
Key Responsibilities
Customer Support & Operations Ownership
- Own end-to-end customer support operations and service delivery across all channels.
- Drive strict adherence to SOPs, SLAs, compliance, and quality standards.
- Monitor operational performance including queues, volumes, backlogs, and turnaround times.
- Ensure zero unapproved stoppage of operations and uninterrupted service delivery.
Escalation & Incident Management
- Act as the final escalation point for customer escalations and critical incidents.
- Lead incident response, root cause analysis (RCA), and corrective/preventive action plans.
- Proactively identify operational risks and ensure timely escalation and mitigation.
People Leadership & Performance Management
- Lead and manage Team Leads, Supervisors, and Support Executives across shifts.
- Drive performance management, including goal setting, coaching, feedback, PIPs, and corrective
actions.
- Build a high-performance, customer-first culture with strong ownership and accountability.
- Ensure effective workforce planning, shift coverage, and capacity utilization.
Metrics, MIS & Governance
- Track, analyse, and continuously improve key KPIs including SLA, TAT, Quality, CSAT, and
productivity.
- Prepare and publish operational MIS, dashboards, and performance reports for leadership and
stakeholders.
- Lead regular customer and internal operational reviews, ensuring transparent communication of
service health.
Process Excellence & Continuous Improvement
- Identify process gaps and inefficiencies; drive continuous improvement initiatives.
- Lead automation, tooling, and system optimization initiatives in partnership with Product and
Tech teams.
- Optimize productivity, headcount utilization, and operational costs without compromising service
quality.
Stakeholder & Vendor Management
- Act as Single Point of Contact (SPOC) for key enterprise customers and internal stakeholders.
- Collaborate closely with Product, Technology, Sales, and Business teams to resolve customer
issues and influence roadmap improvements.
- Manage vendors and outsourced support teams, ensuring performance, compliance, and cost
efficiency.
Desired Candidate Profile
- 68 years of experience in Customer Support / Operations, preferably in SaaS, Logistics Tech, or
Enterprise Platforms.
- Proven experience managing large, multi-layered support teams and complex operations.
- Strong understanding of SLA-driven environments, incident management, and escalation handling.
- Hands-on experience with process improvement, automation, and operational analytics.
- Excellent stakeholder management and executive communication skills.
- Data-driven, structured, and execution-focused leadership style.
- Experience working in 24x7 operations and shift-based environments is a plus.
