Head of Operations

Saasflair Technologies Private Limited; Bengaluru, Patna; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Saasflair Technologies Private Limited is seeking an experienced operations professional to own and optimize day-to-day platform operations across customer and partner ecosystems. You will map processes, define ownership, and drive measurable improvements in experience, reliability, and efficiency.

You will partner with product and engineering to translate operational needs into concrete requirements, build standard operating procedures, and lead the operations team toward clear accountability

Qualifications

• Experience in marketplace/platform or multi-sided operating environments.
• Experience shaping workflows affecting both customers and partners/suppliers.
• Strong process-design skills to map workflows and identify failure points.
• KPI ownership and accountability for operating outcomes.
• People-management experience with coaching and accountability.
• Ability to collaborate with product and engineering to translate needs into clear requirements.

Responsibilities

• Design and improve end-to-end operating processes across customer journeys and onboarding.
• Own the operating scorecard with KPIs and corrective actions.
• Balance customer experience with partner readiness and quality.
• Work with product/engineering to turn problems into clear requirements.
• Create and maintain SOPs, escalation rules, and reviews.
• Hire, coach, and manage operations team members with clear ownership.
• Identify repetitive work for automation or removal and measure outcomes.
• Provide concise operating updates with risks, owners, and next steps.

Job description

Own the operating system across customer and supply sides, connecting process design, measurable performance, people, and product execution.

This role is responsible for how the platform operates day to day and how those operations improve over time. You will connect customer needs, partner or supplier readiness, service quality, internal workflows, and product capabilities. The job is not simply to keep existing processes running. It is to identify what is breaking, build a clearer system, measure whether it works, and lead people through the change.

What you will do

• Design, document, and improve end-to-end operating processes across customer journeys, partner or supplier onboarding, listing quality, fulfilment or booking workflows, issue resolution, and operational handoffs.
• Own the operating scorecard. Define useful KPIs, establish baselines, review trends, investigate root causes, and turn findings into specific corrective actions.
• Understand both sides of the platform. Balance customer experience with partner readiness, operational capacity, quality, and commercial outcomes.
• Work closely with product and engineering to turn operational problems into clear requirements, workflows, edge cases, acceptance criteria, and prioritised improvement requests.
• Build and maintain standard operating procedures, escalation rules, quality checks, operating reviews, and decision records that people can actually use.
• Hire, coach, and manage operations team members. Set clear ownership, review performance, and build accountability without creating unnecessary process.
• Identify repetitive work that should be simplified, automated, or removed. Assess changes through measurable outcomes rather than activity counts alone.
• Write concise, clear operating updates for leadership and cross-functional teams, including risks, decisions required, owners, and next steps.

What you need

These are the core capabilities for this role, not a wishlist of unrelated skills.

• Direct experience in marketplace, platform, or another multi-sided operating environment. Experience with only a conventional back-office function is not enough on its own.
• Evidence of managing workflows that affect both customers and the businesses, partners, suppliers, or service providers on the other side of a platform.
• Strong process-design skills, including the ability to map a workflow, find failure points, define ownership, and put a maintainable process in place.
• KPI ownership: you have been accountable for operating outcomes, not merely preparing reports about them.
• People-management experience, with examples of setting expectations, coaching performance, and handling missed commitments.
• Ability to collaborate with product and engineering teams and explain operational needs in precise, actionable writing.
• Comfort with ambiguity, changing priorities, and incomplete information. You can make reasoned decisions, document assumptions, and revise them when evidence changes.

Helpful, but not essential

• Experience in a growing digital platform, marketplace, local commerce, service-booking, or creator ecosystem.
• Experience building an operations function or materially redesigning one, rather than inheriting a mature system only.
• Experience with workflow automation, CRM systems, operational dashboards, and structured root-cause reviews.