Head of Operations

Wsne Consulting; Dadri; On-site; INR 5,000,000 - 5,500,000; Full time

Job summary

Cogito Tech in Noida is seeking a highly experienced Head of Operations to take end-to-end ownership of large-scale delivery operations from Day 1. The role drives 2,000–3,000+ staff across multi-site operations, delivering productivity, quality, cost optimization and strong client outcomes while maintaining governance and risk controls.

Ideal candidates are mature leaders with 10–15+ years in BPO/IT services, capable of shaping strategy and leading transformation initiatives in a fast-growing

Qualifications

• 10–15+ years of experience in BPO/IT BPO/BPM/technology services operations.
• Senior Operations leadership roles with multi-site delivery.
• Proven experience managing 2,000–3,000+ employees across sites.
• Strong understanding of BPO metrics: productivity, quality, SLA, utilization.
• Experience in transformation, automation and process improvement.

Responsibilities

• Own end-to-end delivery operations and daily performance.
• Lead large, multi-layered teams across sites and ensure objectives.
• Drive productivity, quality, SLA adherence, utilization and cost per unit.
• Establish governance through reviews, dashboards and corrective actions.
• Manage risks, escalations, business continuity and client issues.
• Partner with Sales, Solutioning and PM teams on new engagements.

Skills

Senior Operations leadership

Stakeholder management

People leadership

BPO operations knowledge

Education

Graduate degree

Tools

ISO 27001

SOC 2

Lean Six Sigma

Job description

Head of Operations Noida

Location: Noida, Uttar Pradesh
Work Mode: Work from Office
Employment Type: Full-time
Experience: 10–15+ Years
Compensation: Up to 50 LPA

About the Company

Cogito Tech is an AI data services and technology company headquartered in the United States, with delivery operations in India. The company combines human expertise, technology and automation to deliver high-quality data solutions for AI and machine learning programs across North America, the UK and Europe.

About the Role

We are looking for a highly experienced and mature Head of Operations to take end-to-end ownership of large-scale delivery operations in Noida.

The ideal candidate should have a strong track record of managing 2,000–3,000+ employees, leading multi-layered and multi-site operations, driving productivity and quality, optimizing costs, and delivering strong client outcomes.

This is a senior leadership role requiring someone who can take charge from Day 1, establish operational discipline, manage escalations and independently drive the organization toward business and client objectives.

Key Responsibilities

Operational Leadership

• Own end-to-end delivery operations and day-to-day operational performance.
• Lead large, multi-layered teams and ensure achievement of business, client and operational objectives.
• Drive key metrics including productivity, quality, SLA adherence, utilisation, shrinkage, attrition and cost per unit.
• Establish strong governance through daily/weekly operating reviews, dashboards and corrective action plans.
• Manage operational risks, escalations, business continuity and critical client issues.

Delivery & Client Management

• Ensure consistent delivery quality and adherence to client requirements.
• Own production planning, capacity management, workforce planning and staffing requirements.
• Build effective training, certification and SME structures.
• Partner with Sales, Solutioning and Project Management teams on new engagements, staffing models and delivery feasibility.
• Represent Operations in senior client governance meetings, business reviews and audits.

Scale, Efficiency & Transformation

• Develop strategies to scale operations in line with business growth.
• Improve workforce utilisation, productivity and unit economics.
• Identify and eliminate process inefficiencies.
• Leverage AI, automation, analytics and digital tools to improve productivity and scalability.
• Lead transformation, process improvement and change-management initiatives.

People & Governance

• Build and develop a strong leadership pipeline.
• Drive a culture of accountability, continuous improvement and operational excellence.
• Improve employee engagement and retention while controlling attrition.
• Ensure compliance with organizational policies, client contractual requirements and information-security standards.

Required Experience

• 10–15+ years of experience in BPO / IT BPO / BPM / Technology Services operations.
• Significant experience in senior Operations leadership roles.
• Proven experience managing 2,000–3,000+ employees, preferably across multiple sites.
• Strong understanding of BPO operating metrics including productivity, quality, SLA, utilisation, workforce management, attrition and cost optimization.
• Demonstrated success in building, scaling and stabilizing large delivery organizations.
• Strong experience in operational efficiency and continuous improvement.
• Excellent client-facing and senior stakeholder management skills.
• Ability to operate independently and take ownership from Day 1.
• Strong leadership presence, maturity and organizational influence.
• Graduate degree is essential.

Preferred Qualifications

• Experience in AI data annotation, data labelling or AI data operations.
• Experience in CX, voice or non-voice BPO operations.
• Experience supporting US, UK or European clients.
• Experience with transitions, migrations, new-site launches or new-program launches.
• Lean Six Sigma or similar process excellence certification.
• Knowledge of ISO 27001, SOC 2 or equivalent information-security frameworks.
• MBA / Master's degree preferred.
• Experience using AI, automation and analytics for operational transformation.

Ideal Candidate Profile

We are looking for a seasoned, mature and high-energy Operations leader who has successfully managed organizations of approximately 3,000 employees and can independently own end-to-end operations.

The candidate should be capable of commanding respect, making high-impact decisions, managing senior clients and stakeholders, driving operational discipline and leading the organization through growth and transformation.

Candidates with only PM/Senior PM-level experience or without large-scale operations leadership exposure will not be suitable for this position.

Location & Joining

Location: Noida, Uttar Pradesh
Work Mode: Work from Office
Joining: Immediate / As early as possible
Compensation: Up to 55 LPA