Senior Operations Manager

Company Description

Website Pandas is a fast-growing, Noida-based operations and client delivery firm serving U.S. clients across voice, back-office, and performance-driven service models.

Our work directly supports client revenue operations, lead management, customer service, and process execution. We operate in a high-visibility environment where performance metrics matter and accountability is non-negotiable.

Unlike traditional BPO setups, we function as an operational extension of our clients businesses combining disciplined execution, structured reporting, and continuous process improvement.

As we scale aggressively, we are investing in strong operational leadership to help build the next phase of growth.

JOB DESCRIPTION

Senior Operations Lead Voice & Back Office

Location: Noida (Onsite)

US Shift | Saturday & Sunday Off

Reporting to: Chief Operating Officer

Immediate Joiners Preferred

2 Positions Open

We are scaling our U.S.-focused Voice and Back Office operations and are looking for a seasoned operator who can bring structure, performance discipline, and client maturity to a fast-growing environment.

This is a high-ownership role with direct visibility to leadership and U.S. clients.

If you have led U.S. client-facing BPO teams and are ready to take on a mandate that can grow significantly based on performance and impact, we should speak.

Role Overview

You will be responsible for end-to-end operational delivery across assigned U.S. accounts. This includes client management, SLA performance, KPI improvement, process development, and stepping in as an individual contributor when required.

This is not a supervision-only role. We are looking for someone who can lead from the front and build scalable systems.

You will report directly to the COO and play a key role in shaping the next phase of operational growth.

Key Responsibilities

Operational Ownership

• Lead daily voice and back office delivery
• Ensure SLA adherence and measurable KPI improvement
• Drive metrics such as AHT, QA, response time, productivity, and conversion performance
• Build and refine SOPs
• Create structured reporting and accountability frameworks

Client Leadership

• Act as primary point of contact for U.S. clients
• Lead review and performance calls
• Translate business goals into operational execution plans
• Proactively identify risks and implement solutions
• Own client retention and satisfaction

Team & Execution

• Manage and mentor voice and back office team members
• Drive performance culture and accountability
• Support hiring and team structuring as operations scale
• Step in as an individual contributor during critical business situations

Process & Scaling

• Improve workflow efficiency and reporting visibility
• Identify automation and optimization opportunities
• Strengthen quality and escalation frameworks
• Contribute to long-term operational scalability

Candidate Profile

• 10+ years of experience in Voice/BPO/Operations
• Strong experience handling U.S. clients directly
• Experience managing US shift teams
• Excellent communication skills
• High accountability and ownership mindset
• Comfortable in a fast-paced, evolving environment
• Able to join immediately or within short notice

Candidates currently leading U.S. client-facing voice/back office teams will be given preference.

What This Role Offers

• Direct reporting to COO
• Significant ownership and decision-making authority
• Opportunity to scale the mandate based on performance
• Exposure to U.S. clients
• Competitive compensation aligned with experience
• Weekends off

We are actively interviewing and looking to onboard quickly. Immediate joiners will be prioritized.