Associate Director

HighSpring India LLP; Gurugram District; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

HighSpring India LLP in Gurgaon is seeking an Associate Director to lead operations for global clients. The role will be responsible for operational delivery, client management, people leadership, and continuous improvement across large-scale programs.

You will oversee end-to-end operations, ensure SLA, quality, productivity, and compliance; manage relationships with clients and global stakeholders; mentor managers and teams; and guide risk management and governance.

Qualifications

• 10+ years of experience in Operations/BPO/Digital Operations.
• Mandatory experience in Trust & Safety operations including content moderation or risk.
• 4+ years of leadership experience managing managers.
• Experience leading large teams and global stakeholders.
• Exposure to AI-assisted moderation or platform integrity functions.
• Lean Six Sigma, COPC or similar operational excellence certs.

Responsibilities

• Lead end-to-end operations and ensure SLA, quality, productivity, and compliance metrics.
• Manage client relationships and drive operational reviews and governance.
• Lead workforce planning, forecasting, and delivery management.
• Drive process improvement and operational excellence initiatives.
• Develop and mentor Operations Managers, Team Leads, and support teams.
• Manage risks, escalations, and overall program performance.

Skills

Leadership

Stakeholder management

Analytical skills

Performance metrics

Operational governance

Process improvement

Job description

Role: Associate Director

Job Type: Full time

Work Type: 5 days,

WFO - Gurgaon Sector 21.

Work time: 3:00 pm to 12:00 am shift IST

Role Overview

We are seeking an Associate Director to lead operations for global clients. The role will be responsible for operational delivery, client management, people leadership, and continuous improvement across large-scale programs.

Key Responsibilities

• Lead end-to-end operations and ensure achievement of SLA, Quality, Productivity, and Compliance metrics.
• Manage client relationships and drive operational reviews and governance.
• Lead workforce planning, forecasting, and delivery management.
• Drive process improvement and operational excellence initiatives.
• Develop and mentor Operations Managers, Team Leads, and support teams.
• Manage risks, escalations, and overall program performance.

Mandatory Requirements

• 10+ years of experience in Operations/BPO/Digital Operations.
• Mandatory experience in Trust & Safety operations, including Content Moderation, Risk Operations, Fraud Operations, Marketplace Integrity, or User Safety.
• 4+ years of leadership experience managing managers.
• Experience managing large teams and global stakeholders.
• Strong exposure to performance metrics, quality management, and operational governance.
• Excellent stakeholder management and analytical skills.
• Preferred
• Experience supporting technology, internet, marketplace, social media, or digital platform clients.
• Exposure to AI-assisted moderation, policy enforcement, or platform integrity functions.
• Lean Six Sigma, COPC, or similar operational excellence certifications.