Operations Manager ( Professional Services) – Process & Governance

Operations Manager ( Professional Services) – Process & Governance

Saasgenie Chennai, Tamil Nadu, India (On-Site)

Travel Requirement: Up to 25% (domestic & international)

Company Overview:

Position Overview:

The India Operations Lead – Process & Governance is a key leadership role responsible for strengthening the operational foundation of Customer Success (CS) and Professional Services (PS). This role oversees Partner Operations, Systems Administration, and Deal Desk execution while driving consistent global processes, governance standards, and operational excellence.

Key Responsibilities:

1.Partner Operations & Governance

• Lead subcontractor operations including PO creation, partner onboarding, partner invoicing, and spend tracking.
• Drive partner budget governance, partner mix planning, and forecasting accuracy.

2.Systems & Tools Administration (PSA, ChurnZero, SysAdmin)

• Oversee PSA/Mavenlink administration across project setup, time-tracking compliance, and utilization reporting.
• Support ChurnZero administration in collaboration with CS Ops leadership.

3.Deal Desk Leadership

• Lead India Deal Desk analysts supporting global 24x7 SOW coverage.
• Ensure pricing accuracy, margin validation, approval of routing, and SKU governance.

4.Process Governance & Operational Excellence

• Create and maintain global SOPs, RACIs, workflows, and governance frameworks across PS and CS Ops.
• Identify execution gaps and drive cross-functional improvements across Sales, Delivery, CS, Finance, Support, and RevOps.
• Ensure compliance with time-tracking, project hygiene, billing readiness, renewal workflows, and forecasting procedures.

5.People Leadership & Development

• Lead and mentor a team of India-based analysts, including:

1. Partner Operations Analyst
2. Systems Administrator

6.Deal Desk Analysts

• Manage workloads, performance, development, and cross-shift coverage.
• Build a high-performing operational team that supports global process consistency

7.Cross-Functional & Regional Collaboration

• Serve as the India operational liaison, supporting Senior Director and Vice President stakeholders across the organization by coordinating cross-functional execution, aligning regional operations with global priorities, and ensuring timely communication, issue resolution, and delivery.
• Act as the India operational representative in global governance meetings and process reviews.

Required Qualifications

1. 8–12 years in Operations, Professional Services, Ops, Customer Success Ops, or Business Process Management.
2. Experience managing analysts or operational teams.
3. Strong background with PSA/Mavenlink, CRM platforms, ChurnZero, or similar systems. Experience supporting or working directly with senior leadership (Sr. Director, VP).
4. Prior experience in partner operations, deal desk, or delivery governance preferred. Skills
5. Strong operational and analytical skills with the ability to create structure in a scaling environment.
6. Excellent stakeholder management, especially with Sr. Director and VP-level executives. Ability to influence across regions and functions.
7. Exceptional communication, organization, and problem-solving skills.
8. High degree of ownership, independence, and accountability.

Why Join Us?

How to Apply: