Manager / Deputy Manager - Operations

Attentive.ai; Dadri; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Attentive.ai is seeking a hands-on operations leader to directly own people management and SLA delivery within a high-volume delivery organization. This floor-level role focuses on productivity, accuracy and TAT, not distant oversight of TLs/AMs.

The Ops Manager runs daily operations and owns key SLAs while improving performance. The successful candidate will coach teams, manage attendance, and drive continuous improvement with data, dashboards and platform features to enhance hourly

Qualifications

• 6 to 10 years in operations/service delivery, ideally within BPO, shared services or a high-volume delivery environment.
• Direct people-management experience—has managed individual contributors directly, not just coordinated through other supervisors.
• Working knowledge of SLA/TAT fundamentals and day-to-day floor management.
• Comfortable using dashboards and data to drive pod‑level decisions.
• Strong coaching orientation, particularly for entry- and mid-level team members.
• Structured and calm under pressure — comfortable resolving floor-level issues in real time.

Responsibilities

• Own people management, attendance and SLA delivery for production team.
• Run daily standups; provide first-line coaching and handle performance conversations directly.
• Partner closely with the paired SME on domain/scope judgement calls and recurring RFI patterns.
• Own within-pod reallocation and rescheduling when delivery risk can be resolved using existing team capacity.
• Escalate delivery risk to the Head of Operations directly when it exceeds what the pod can absorb.
• Build and track individual development plans for team members in the pod.
• Report team-level productivity, accuracy, attendance and attrition to the Head of Operations on a weekly cadence.
• Drive adoption of new platform/AI features within the pod to improve hourly productivity.

Skills

People management

Operations experience

SLA/TAT fundamentals

Data-driven decisions

Coaching

Floor management

Tools

Timeschamp

Prohance

Dashboards

Job description

Attentive.ai is a fast-growing vertical SaaS startup, funded by Peak XV (Surge), InfoEdge, Insight Partners, Vertex Ventures, and Tenacity Ventures that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platforms.

About the Role

We are looking for a hands-on operations leader to directly own people management and SLA (productivity, TAT and accuracy) delivery within a complex and high volume delivery organisation. This is a floor-level leadership role, not a distant oversight one managing TLs / AMs. The Ops Manager/DM runs daily operations and owns key customer SLAs along with improving Productivity, Accuracy and TAT.

Key Responsibilities

• Own people management, attendance and SLA delivery for production team


• Run daily standups; provide first-line coaching and handle performance conversations directly


• Partner closely with the paired SME on domain/scope judgement calls and recurring RFI patterns — know when an issue is a people call versus a domain call


• Own within-pod reallocation and rescheduling when delivery risk can be resolved using existing team capacity, work prioritization to meet TAT commitments


• Escalate delivery risk to the Head of Operations directly when it exceeds what the pod can absorb on its own


• Build and track individual development plans for team members in the pod


• Report team-level productivity, accuracy, attendance and attrition to the Head of Operations on a weekly cadence


• Drive adoption of new platform/AI features within the pod to improve hourly productivity

Must-Have Skills and Experience

• 6 to 10 years in operations/service delivery, ideally within BPO, shared services or a high-volume delivery environment


• Direct people-management experience — has managed individual contributors directly, not just coordinated through other supervisors


• Working knowledge of SLA/TAT fundamentals and day-to-day floor management


• Comfortable using dashboards and data to drive pod-level decisions


• Strong coaching orientation, particularly for entry- and mid-level team members


• Structured and calm under pressure — comfortable resolving floor-level issues in real time

Good-to-Have Skills

• Lean/Six Sigma or equivalent process-improvement exposure


• Prior experience in construction, AEC or estimating operations (helpful, not required — the paired SME covers this)


• Familiarity with attendance/scheduling platforms similar to Timeschamp and Prohance