Operations Manager

About Us

MiM Essay

Kraya AI

About the Role

Operations Manager -

Key Responsibilities

• Lead, mentor, and manage a team of

  4–5 operations executives

  .
• Oversee the complete

  client onboarding process

  , ensuring

  smooth setup and adoption

  .
• Monitor

  client progress

  from onboarding to

  retention

  , ensuring they receive

  maximum value

  from our system.
• Proactively identify and resolve

  client blockers

  (technical, functional, or usage-related).
• Work closely with clients to ensure timely setup,

  feature adoption

  , and regular usage.
• Drive initiatives that enhance

  retention

  , reduce

  churn

  , and increase

  client satisfaction

  .
• Act as the

  liaison between Tech, Sales, and Operations

  teams to ensure alignment.
• Gather, prioritize, and deliver

  client feedback

  to the

  Product/Tech team

  .
• Support

  feature updates

  and ensure

  smooth rollout

  for clients.
• Track, analyse, and report on

  client KPIs

  such as onboarding time, adoption rates, churn, and retention.
• Provide

  actionable insights

  to improve

  client success metrics

  and

  operational efficiency

  .
• Continuously refine

  processes

  to ensure clients move through the funnel faster and with

  greater success

  .

Skills & Experience Required

• Minimum

  2 years of experience

  in

  Operations, Client Success, or Account Management

  roles.
• Proven ability to

  lead and manage teams

  (experience handling 3–5 members preferred).
• Strong understanding of

  client onboarding, retention, and success metrics

  .
• Excellent communication and stakeholder management skills; ability to collaborate across Sales, Tech, and Operations.
• Experience with

  CRM tools, client reporting, and process optimization

  .
• Strong problem-solving mindset with the ability to

  identify blockers and implement solutions quickly

  .
• Analytical skills to track KPIs, generate insights, and drive data-backed decisions.
• Experience in a

  fast-paced startup or SaaS/tech environment

  is a plus.
• Highly organized, detail-oriented, and proactive in ensuring client satisfaction and operational efficiency.