Operations Lead

About the role

AMClub (amclub.in) is a B2B services marketplace helping Indian MSMEs find verified CAs, lawyers, HR and licensing experts. We are looking for an experienced Operations Lead who has seen it all - difficult customers, broken processes, payment disputes, vendors who go silent - and knows how to fix the problem today and then design a system so it does not happen again. You will own day-to-day marketplace operations end-to-end and report directly to the CEO. Early on you will be hands-on with the daily work; as the business grows you will build and lead the operations and member care team.

Role & responsibilities

• Own end-to-end marketplace operations - provider onboarding, member support, order fulfilment, payments and payouts coordination

• Handle the toughest escalations personally - complaints, disputes between buyers and providers, delays, refunds and payout issues - and close them fairly and fast

• Spot patterns in recurring issues, find root causes and propose fixes - in process, policy or product - before they become bigger problems

• Design and document SOPs, SLAs, escalation matrices, support templates and FAQs from scratch

• Get service providers fully onboarded and payout-ready (GST, KYC, bank verification) and keep them active and compliant

• Track every order from request to completion and keep quality and turnaround high

• Work closely with the product team to turn operational problems into product improvements

• Set up dashboards and weekly reporting on onboarding, tickets, order health, provider performance and member satisfaction

• Coordinate with field sales and marketing on onboarding pipelines, member feedback and campaigns

• Hire, train and lead the operations / member care team as we scale

Preferred candidate profile

• 4-8 years in operations, customer success, service delivery or escalation management - ideally in a marketplace, startup, fintech, e-commerce, logistics or B2B services business

• Proven record of handling high-pressure escalations and difficult stakeholders calmly

• Strong problem-solver who can move from firefighting to building repeatable systems

• Has written SOPs, set SLAs and improved processes with measurable results

• Fluent in Telugu and English (spoken and written); Hindi is a plus

• Comfortable with data - Excel / Google Sheets, basic dashboards and reporting

• Familiarity with GST, KYC, payments or MSME / professional services is a strong plus

• Experience leading or mentoring a small team is a plus

• High ownership - acts without waiting to be told

Perks and benefits

• Report directly to the CEO with real decision-making ownership

• Build the operations function from the ground up and lead the team as it grows

• Competitive salary with performance-based growth

• In-office role in Hyderabad

• Joining date can be flexible for the right candidate