Job
Description
Sr. Manager Operations Designation: Sr. Manager US Operations Experience: 10-12 years, with 6+ years in leadership Role. Job Type : Permanent Job location: Pune (Magarpatta City) Shift: Night Shift ( Depends on client's requirement ) Notice Period: up to 30 days Work from office is mandatory. About the Role We are looking for an experienced and dynamic Sr. Manager US Operations to lead and optimize our US operations, ensuring excellent service delivery, operational efficiency, and client satisfaction. This role requires hands-on leadership and the ability to work closely with cross-functional teams to drive business growth and operational excellence. This position requires full-time, on-site presence in the office to maintain close coordination with teams and stakeholders. Key Responsibilities Operational Leadership: Oversee daily operations of US-based projects, ensuring targets, SLAs, and KPIs are consistently met or exceeded. Team Management: Lead, mentor, and develop a high-performing team including Operations Managers, Team Leads, and support staff. Client Management: Act as the primary point of contact for key US clients, managing expectations, resolving escalations, and ensuring client satisfaction. Process Optimization: Identify operational bottlenecks and implement process improvements using data-driven insights to enhance efficiency, quality, and customer experience. Operations Excellence: Data driven analysis of processes, people & technology by deep diving into data for meaningful insights and identification of gaps. Strategic Planning: Collaborate with senior leadership to develop operational strategies that support company goals and growth plans. Reporting and Analytics: Monitor key metrics, prepare detailed operational reports, and present findings and action plans to senior management. Compliance and Quality: Ensure operations comply with company policies, contractual obligations, and industry regulations. Resource Planning: Manage workforce planning, scheduling, and budgeting to meet dynamic business needs and optimize resource utilization. Change Management: Lead and support change initiatives, technology rollouts, and process automation projects. Risk Management: Identify operational risks and implement mitigation strategies to minimize business disruption. Required Qualifications Bachelors degree in business administration, Operations Management, or related field (MBA preferred). Minimum 10 years of experience in operations management, preferably within US-based BPO and customer service environments. At least 6 years in a senior leadership role managing cross-functional teams. Strong understanding of US business culture, labour laws, and customer service expectations. Strong background in data analysis and data visualization. Proven ability to manage large-scale operations and multi-site teams. Excellent problem-solving, decision-making, and analytical skills. Exceptional communication and interpersonal skills to manage internal teams and client relationships effectively. Proficient with operational tools and software (e.g., workforce management systems, CRM, reporting tools). Experience with process improvement methodologies such as Lean, Six Sigma is a plus. Ability to work in a fast-paced, dynamic environment with changing priorities. Preferred Skills Experience in managing US time-zone operations (overlapping working hours or night shifts). Strong negotiation and conflict resolution abilities. Budgeting and financial management skills. Ability to foster a positive and motivating work environment. Data-driven mindset with experience in KPIs and dashboards. Interview Mode Teams interview
