Technical Operations Manager

Job Description – Technical Operations Manager

Job Title: Manager – Website Operations & Quality

Location: Kolkata (On-site)

Employment Type: Full-time

About Us

We are a growing B2C website focused on delivering exceptional value and experience to our customers. With over 27 years of presence and millions of users worldwide, we are scaling rapidly and strengthening our internal processes to meet global standards of reliability, compliance, and trust.

We are seeking a proactive and detail-oriented Operations Manager to oversee the smooth functioning of daily business operations, ensure platform quality, and safeguard compliance. This role requires strong organizational skills, cross-functional collaboration, and a problem-solving mindset to manage both the tactical and strategic aspects of operations.

Key Responsibilities

• Website Quality Assurance & Monitoring
• Conduct routine testing of website features, flows, and content for performance, accuracy, usability, and cross-browser/device compatibility.
• Use tools such as BrowserStack, Google Lighthouse, GTmetrix, and WebPageTest to validate Core Web Vitals and performance benchmarks.
• Maintain a structured QA checklist and escalate issues promptly to the technology team.
• Oversee version rollouts and post-release monitoring to minimize downtime or errors.

- Bug Identification, Tracking & Resolution

• Proactively identify functional or UI/UX issues and maintain clear documentation.
• Use platforms such as Jira, Trello, or Asana to manage bug tracking, assign ownership, and follow through to closure.
• Collaborate with engineering and design teams to ensure timely fixes and regression testing.

- Customer Support & Communication Management

• Oversee the support mailbox and ensure all queries are acknowledged and resolved within SLA timelines.
• Coordinate with internal teams (Product, Engineering, Marketing) to provide accurate solutions.
• Track common issues and feedback to identify patterns for improvement.
• Create support response templates to ensure tone, consistency, and professionalism.

- Misuse, Fraud & Policy Monitoring

• Monitor user behavior and transactions for unusual activity, fraud, or policy violations.
• Implement automated misuse detection alerts where possible.
• Coordinate corrective actions with compliance/legal teams.
• Safeguard user trust and platform integrity with transparent policies.

- Copyright, Content & Compliance Oversight

• Review content to ensure alignment with copyright laws, licensing, and brand guidelines.
• Manage compliance requirements across assets and communications.
• Coordinate resolution of copyright disputes or takedown requests.

- Email Delivery Assurance

• Monitor deliverability of transactional, promotional, and system emails.
• Use tools (Mailchimp, SendGrid, Postmark, KumoMTA, SMTP dashboards) to track bounce, spam, and open rates.
• Ensure SPF, DKIM, and DMARC compliance to maintain sender reputation.
• Partner with Marketing to optimize campaign deliverability.

- Alerts, Notifications & Incident Management

• Set up automated alerts for uptime, broken links, bounce spikes, or abuse flags.
• Use monitoring tools like Uptime Robot, StatusCake, Pingdom, or internal dashboards.
• Maintain incident response protocols and act as the first escalation point.
• Document incidents to drive long-term prevention.

- Process & Performance Reporting

• Develop dashboards and reports for KPIs (uptime, bug resolution, support response time, deliverability, compliance checks).
• Recommend improvements based on trends.
• Present weekly/monthly updates to leadership.

- Team Collaboration & Vendor Management

• Collaborate across Technology, Product, Marketing, Design, and Legal.
• Manage external vendors and SaaS partners for monitoring, security, and delivery.
• Negotiate SLAs and track compliance.

- Risk & Compliance Management

• Identify operational risks (downtime, fraud, compliance, user dissatisfaction).
• Implement preventative measures and contingency plans.
• Ensure GDPR, CAN-SPAM, and relevant compliance standards are met.

Requirements

• Education:

- Bachelor’s degree in Business Administration, IT, Engineering, Operations Management.

• Experience:

- 3–4 years in operations, website QA, or digital platform management (B2C preferred).

• Technical Knowledge:

- Website testing tools: BrowserStack, Google Lighthouse, Hotjar, WebPageTest.

- Support/ticketing systems: Zendesk, Freshdesk, Jira Service Desk.

- Email systems & deliverability basics: SMTP, SPF/DKIM/DMARC, Mailchimp, SendGrid.

- Analytics: Google Analytics, GA4, Data Studio, Mixpanel.

Skills:

· Strong organizational and multitasking ability.

· Excellent problem-solving and critical thinking.

· Strong verbal and written communication.

· Detail-oriented with a structured, process-driven approach.

· Ability to handle confidential information with discretion.

Job Type: Full-time

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Experience:

• Digital Platform Management: 3 years (Required)

Location:

• Gariahat, Kolkata, West Bengal (Required)

Work Location: In person