Head of Operations

As the Head of Operations, you will own the full stack of centralized and field operations that power Vahan s recruitment marketplace. You will be the driving force behind how we'deliver, retain, and scale our value ensuring that our systems, people, and processes work in harmony to enable success for both employers and workers. This is a critical leadership role at the heart of Vahan s execution engine. you'll own our frontline and backend operations across phone and field channels ensuring high-quality hiring, onboarding, and post-placement retention, all while delivering a seamless experience to clients and candidates alike. What You Will Own Central Operations Performance Improve Early Retention: Own worker retention metrics by scaling post-hiring coaching and support systems. Hiring Support SLAs: Ensure SLA adherence for candidate issue resolution and arrest drop-off due to process delays. Telecalling Ops Efficiency: Drive call productivity (connects/hour) and resolution efficiency across worker acquisition, support and client operations teams. Field Operations Execution Fulfillment Success Rate: Ensure fulfillment success during on-ground drives, minimizing last-mile drop-offs and documentation errors. Client side operations: Ensure seamless liaising with customers to unlock placements, especially for last mile or minute challenges. VL Productivity: Improve average VL performance through targeted coaching and supporting product enablement measured by VL-wise issues resolved and tool usage metrics. Operational Excellence & Scale Ops Playbook Creation & Adoption: Institutionalize SOPs for all ops motions, ensuring 100% process compliance across field and telecalling teams. Hiring & Training: Reduce new ops team ramp-up time while improving QA practices and scores. Long term efficiencies: Bring about insights from the ground to develop product and technology solutions to improve efficiencies and potentially launch new product lines You Will Thrive in This Role If You: Bring overall experience of 12+ years with 8+ years in leading complex ops functions in a high-growth startup or scaling environment. Have deep experience running large telecalling and field teams, with a bias for operational clarity and outcome ownership. Are a master of systems thinking, able to solve for both scale and precision in distributed teams. Can influence without authority, navigating cross-functional dependencies and client-facing scenarios with confidence. Are passionate about building process-driven, mission-aligned teams that execute with intensity and pride. At Vahan, you'll have the opportunity to shape the operating muscle of India s largest recruitment engine. we're committed to enabling livelihoods at scale and to doing so with dignity, impact, and efficiency. Here s what we offer: Unlimited PTO: Trust and flexibility to manage your time in the way that works best for you. Comprehensive Medical Insurance: Coverage that protects you and your loved ones. Monthly we'llness Leaves: Recharge regularly to stay at your best. Competitive Pay: Your contributions are recognized and rewarded with a compensation package that reflects your impact.