Senior Operations Manager

Responsibilities

• Lead and support India-based customer support teams in alignment with Head of Paymode Customer Support direction.
• Partner with Team Managers in a dotted line relationship to reinforce coaching, communication standards, daily routines, and floor presence.
• Maintain strong onsite presence to support agents and managers with real-time operational needs and escalate issues as appropriate.
• Promote a culture of professionalism, respect, consistency, and collaboration across teams.
• Ensure expectations set by US leadership are clearly communicated and executed consistently.
• Participate in panel interviews and selection processes for new agents, team leads, QA staff, SMEs, and trainers.
• Serve as the primary onsite operational point of contact for Facilities, IT, Transportation, and People Success teams.
• Ensure escalations related to facilities, food service, transportation, equipment, and IT are addressed promptly and communicated back to leadership.
• Oversee site readiness, including seating strategy, floor layout, environmental visibility, and other operational needs.
• Support local management in resolving workflow blockers and providing operational oversight during US hours.
• Own communication rhythms with support functions to ensure timely updates, follow-through, and closure on operational gaps.