Senior Operations Manager

Experience: 5-7 years of relevant experience in operations and customer success, with expertise in process optimization, resource management, and scaling high-volume workflows through automation and operational excellence.

Location: Gurugram

At Trential, we are building the infrastructure that makes identity as fluid and trusted as money. From degrees to driver's licenses, we enable credentials to move securely, instantly, and globally - just like swipe of a VISA card.

What you'll be doing:

We're looking for a Sr. Operations Manager who can bring structure, scalability, and customer-centric thinking to our operations. This is a high impact role that sits at the intersection of customer success, process building, and operational efficiency.

Own and improve end-to-end operational workflows across customer interactions and internal processes

Build, refine, and scale SOPs across customer success, background verification, and support functions

Drive process excellence initiatives to reduce manual effort and improve turnaround time

Work on automation opportunities (IVR systems, auto-dialers, CRM workflows, etc.) to improve efficiency Collaborate cross-functionally with product, tech, and business teams to solve operational challenges

Track and improve key metrics (like NPS, CSAT, TAT) across operations and customer success

Manage and mentor team members involved in customer calls, verification processes, and support workflows

Identify gaps, anticipate scale challenges, and proactively implement solutions.

What we're looking for:

5+ years of experience in operations, customer success, or business operations roles.

Strong understanding of customer success frameworks and metrics (NPS, CSAT, etc.)

Hands-on experience in process building and optimization in high-volume environments

Exposure to calling systems (IVR, auto-dialers) and operational tools/CRMs

Ability to operate in ambiguity and take end-to-end ownership

Experience managing resources and driving performance.

Must hold an MBA from a top-tier B-school.

You'll stand out, if you have:

• Experience in identity verifications /customer operations-heavy setups.
• Experience in startup or scaling environments
• Familiarity with automation / no-code tools / workflow tools