Core Responsibilities
- Service Delivery & Process Optimization: Monitor end-to-end digital service execution, identify workflow bottlenecks, and implement standard operating procedures (SOPs).
- Cross-Functional Coordination: Act as a bridge between technical, product, customer support, sales, and marketing teams to ensure smooth project rollouts and issue resolution.
- Metrics & Performance Tracking: Track Key Performance Indicators (KPIs) such as service-level agreements (SLAs), customer retention, response times, and system uptime using analytics dashboards.
- Team & Resource Management: Supervise operational staff or virtual teams, manage capacity planning, and drive training programs to maintain high productivity.
- Quality Assurance & Compliance: Enforce data security, service quality standards, and compliance protocols across all digital touchpoints.
- Budget & Cost Control: Manage operational software spend, vendor contracts, and resource budgets to maximize profitability.
Key Skills & Requirements
- Education: Bachelor’s or Master’s degree in Business Administration, Computer Science, Operations Management, or a related field.
- Experience: 3 to 8+ years of experience in online operations, service management, project management, or digital business workflows.
- Technical Proficiency: Familiarity with CRM tools, project management software , data analytics platforms (e.g., Google Analytics), and workflow automation.
- Soft Skills: Strong problem-solving, stakeholder communication, time management, and adaptability in fast-paced remote or hybrid environments.
Pay: ₹615,000.00 - ₹900,000.00 per year
Work Location: In person
