Manager, GCX Operations (Systems & Delivery Operations)

Sirion; Gurugram District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Sirion in India is seeking a Manager, GCX Operations to run the systems, data and delivery-operations engine behind its Global Customer Experience function. You will oversee CRM and PSA changes, ensure data integrity, and align processes across sales, services and support to enable rapid, scalable delivery for enterprise clients.

The role requires 6–8 years in SaaS operations, strong data skills with Excel and BI tools, and experience with automation, AI tools and cross-timezone collaboration

Qualifications

• 6–8 years of experience, including 3+ in SaaS operations.
• Hands-on CRM administration experience with data models, reports, dashboards, and automation.
• Experience with PSA or project/resource management tools.
• End-to-end business system implementation or migration experience.
• Strong data skills: Excel and at least one BI tool.
• Able to convert messy workflows into clear policy and configurations.
• Excellent English and ability to present to senior stakeholders.

Responsibilities

• Modernise GCX systems and act as the business owner on major platform changes across CRM, PSA, and service management.
• Run core operations: admin of delivery and support tools, time tracking, entitlements, and mapping.
• Own GCX metrics: publish utilization, backlog, delivery margin, ticket volumes, cost-to-serve.
• Maintain data quality and feed GCX data into health and executive reporting.
• Design and embed cross-functional processes across Sales, PS, Support and Customer Success.

Skills

SaaS operations

CRM administration

PSA tools

Data analysis with Excel/BI

Automation / scripting

AI in operations

English communication

Cross-timezone collaboration

CLM / legal tech background

Education

Engineering degree

MBA (preferred)

Job description

About Sirion

Sirion is the world’s leading AI-native Contract Lifecycle Management (CLM) platform, transforming the way global enterprises manage their contracting journey. Powered by generative AI, Sirion delivers intelligent extraction, conversational search, and AI-driven negotiation capabilities for some of the world’s most valuable brands. With over 7M+ contracts worth nearly $800B under management and recognition from Gartner, IDC, and Spend Matters, Sirion continues to set the benchmark for innovation in CLM.

www.sirion.ai

Power the Future of SaaS Delivery & Why This Role Matters

We are hiring a Manager, GCX Operations in India to run the systems, data and delivery-operations engine behind Sirion's Global Customer Experience (GCX) function. GCX unites Professional Services, Customer Success and Global Support under one operating model. The next 18 months will be transformational; Sirion is moving to a cross-organization, Salesforce-native environment, with the emphasis on de-duplicating our data sources, removing redundancies, and increasing speed of delivery. This role will help build and run an enterprise-worthy business operations team that supports a rapidly growing, leading edge AI organization.

How You’ll Make an Impact

• Support the modernisation of our systems. Act as the GCX business owner on major platform changes across CRM, professional services automation and service management: requirements, process design, data migration, testing and cutover.
• Run core operations. Own day-to-day administration of our delivery and support tools, including project set-up, time tracking, support entitlements and customer-to-team mapping.
• Own the numbers. Build and publish the GCX metrics the business runs on, such as utilisation, backlog, delivery margin, partner delivery mix, ticket volumes and SLAs, time-to-value and cost-to-serve.
• Be the data-quality owner. Keep GCX source data clean and trusted, and feed it into customer health and executive reporting.
• Design and embed process. Codify how work flows across Sales, Professional Services, Support and Customer Success, from deal handover and project intake to ticket triage, change orders and renewals.
• Automate the manual. Find and deliver automation and AI use cases that take repetitive work out of operations.
• Support transformation. Contribute to company-wide GCX transformation initiatives and their operating rhythm.
• Partner globally. Work daily with delivery, support, customer success, finance and revenue operations teams across India, Europe and North America.

Skills & Experience You Bring to the Table

• 6-8 years' experience, including at least 3 in SaaS operations: professional services or delivery operations, customer success operations, support operations or revenue operations.
• Hands-on experience as a power user or administrator of an enterprise CRM: data model, reports and dashboards, workflow automation.
• Experience with professional services automation (PSA) or project and resource management tools.
• Has been part of at least one business system implementation or migration end to end.
• Strong data skills: Excel, and ideally at least one BI tool.
• Can turn a messy workflow into clear policy, ownership and system configuration.
• Excellent written and spoken English; confident presenting to senior stakeholders in Europe and North America.
• Working-hour overlap with UK and US East Coast.
• Scripting or low-code automation skills, and practical use of AI tools in operations.
• Background in CLM, legal tech or enterprise B2B SaaS with partner-led delivery.
• Engineering or technical degree; MBA a plus.

Commitment to Diversity and Inclusion

Sirion is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. Reasonable accommodations are provided as required by law.