Head of Operations (India)

Job Title:

Head of India – Operations

Company:

RunLoyal

Location:

Hybrid (Coimbatore, Salem, or Madurai – Satellite Offices) - Candidates currently located in one of these cities are highly preferred.

🚀 Are you a startup enthusiast who thrives on taking initiative and building from the ground up?

bias for action

ex-entrepreneurs or operator-minded leaders

As the African proverb goes:

“If you want to go fast, go alone. If you want to go far, go together.”

If you’re ready to build a strong, remote-first operations team that powers the future of pet care software — read on.

Summary:

Head of India – Operations

As we expand our remote workforce in India, we need a leader who can not only oversee day-to-day execution but also solve complex people and process challenges. You will play a key role in shaping how our India team contributes to our global mission: empowering pet care businesses and delighting pet owners.

The ideal candidate will be hands-on, operationally sharp, people-focused, and capable of bringing structure and accountability to a growing remote team.

Responsibilities:

🧭 1. Team Leadership & Culture

• Drive engagement and accountability across remote teams through structured rituals, feedback loops, and shared goals.
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• Promote a results-driven culture that values empathy, ownership, and team collaboration.
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• Conduct regular check-ins, engagement surveys, and team-building sessions to foster morale and trust.

⚙️ 2. Operational Execution & Oversight

• Lead day-to-day operations for India-based functions including onboarding, customer support, QA, and RevOps.
• Keen focus and ownership on product delivery and releases on-time
• Implement dashboards, reporting, and systems to measure and improve productivity and customer-facing outcomes.
• Own key operational metrics (SLA adherence, onboarding success rates, first-response resolution).

👥 3. Talent Acquisition & Development

• Drive the hiring strategy for India-based roles across support, onboarding, QA, and tech coordination.
• Collaborate with the U.S. team to define job descriptions, interview scorecards, and success metrics.
• Lead onboarding and structured training paths to reduce ramp-up time and enable career progression.

🧩 4. Remote Work & Operational Infrastructure

• Create playbooks for effective remote work execution, including expectations around attendance, availability, and responsiveness.
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• Set and enforce operational SOPs, escalation protocols, and internal QA processes.
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• Identify collaboration and communication gaps and implement tools/processes to close them.

🧠 5. Strategic Partnership with U.S. Leadership

• Serve as the senior-most leader in India, representing offshore team progress and insights to U.S. leadership.
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• Proactively flag risks, propose solutions, and support initiatives across product, onboarding, and customer teams.
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• Participate in weekly executive reviews to align operations with company OKRs.

Qualifications:🎓 Education

• Bachelor’s degree in Business, Operations, HR, or Engineering. MBA or professional certifications preferred.

💼 Experience

• 7–12 years of experience in operations, general management, or people leadership — preferably in SaaS, BPO, or tech-enabled companies.
• 3+ years managing remote or hybrid cross-functional teams (support, onboarding, QA, etc.) in an agile environment
• Experience hiring and scaling satellite teams in India for U.S.-based companies is a strong advantage.
• Exposure to high-growth startup environments or prior entrepreneurial/founder experience is highly valued.

🛠️ Skills

• Strong operational mindset with experience building SOPs, dashboards, and team KPIs.
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• Comfortable using tools like Slack, Jira, Zoom, Google Workspace, and CRM/Helpdesk systems.
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• Excellent communicator with strong analytical and decision-making skills.
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• Empathetic leadership style, paired with high accountability and ownership.

Cultural Expectations:

• Customer-Centric:

  You're willing to support critical moments across time zones when customers need us most — including weekends or holidays if needed.
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• Builder Mindset:

  You’re excited to create processes from scratch and iterate them rapidly.
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• High Accountability:

  You lead by example and expect the same from your team.

Our Values:

• Kindness:

  We assume positive intent and celebrate our team’s success.
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• Trust:

  We act with authenticity, transparency, and empathy.
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• Fearlessness:

  We speak directly, challenge assumptions, and embrace feedback.
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• Ownership:

  We take initiative and are individually accountable for results.
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• Curiosity:

  We are passionate about learning and continuously improving.

Benefits:

• Competitive salary and performance incentives.
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• Hybrid flexibility with the ability to lead in Coimbatore, Salem, or Madurai.
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• Opportunity to shape the culture and structure of a growing international team.
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• Work closely with U.S. founders and global leadership in a mission-driven SaaS company.

📬 To Apply:

jointhepack@runloyal.com

We’d love to hear your story.