Operations Lead

AMClub; Hyderabad; In loco; INR 1.800.000 - 2.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Ownership with CEO

Build ops function from ground up

Competitive salary

In-office role in Hyderabad

Flexible joining date

Descrizione del lavoro

AMClub in Hyderabad is seeking an experienced Operations Lead to own day‑to‑day marketplace operations—from onboarding to payouts—and to fix difficult processes and disputes. You will report directly to the CEO and, initially, stay hands‑on while building a scalable operations and member care team.

As the business grows, you will design repeatable systems, partner with product and marketing, and implement dashboards to monitor onboarding, tickets, order health and provider performance.

Competenze

• 4–8 years in operations, customer success, service delivery or escalation management – ideally in a marketplace, startup, fintech, e‑commerce, logistics or B2B services business.
• Proven record of handling high‑pressure escalations calmly and effectively.
• Strong problem‑solver who can move from firefighting to building repeatable systems.
• Has written SOPs, set SLAs and improved processes with measurable results.
• Fluent in English (spoken and written); Telugu is a plus.

Mansioni

• Own end‑to‑end marketplace operations – onboarding providers, member support, order fulfilment, payments and payouts coordination.
• Handle escalations personally – complaints, disputes, delays, refunds and payout issues – and close them fairly and fast.
• Spot patterns in recurring issues, find root causes and propose fixes in process, policy or product.
• Design and document SOPs, SLAs, escalation matrices, templates and FAQs from scratch.
• Hire, train and lead the operations / member care team as we scale.
• Set up dashboards and weekly reporting on onboarding, tickets, order health and provider performance.

Conoscenze

Marketplace ops

Escalation mgmt

Process design

SOPs & SLAs

Data analysis

Team leadership

GST/KYC knowledge

Descrizione del lavoro

Most small businesses in India still find their CA, lawyer or compliance consultant through "a friend of a friend". We are changing that.

AMClub is where MSMEs hire verified experts for finance & accounting, GST & tax, company secretarial (CS), legal, HR & licensing, and digital marketing - all in one place. And we are building AMC Mart: think IndiaMART, but with AI agents that learn what each business needs and handle their requirements for them. Shortlisted candidates meet us in person.

About the role

AMClub (amclub.in) is a B2B services marketplace helping Indian MSMEs find verified CAs, lawyers, HR and licensing experts. We are looking for an experienced Operations Lead who has seen it all - difficult customers, broken processes, payment disputes, vendors who go silent - and knows how to fix the problem today and then design a system so it does not happen again. You will own day-to-day marketplace operations end-to-end and report directly to the CEO. Early on you will be hands-on with the daily work; as the business grows you will build and lead the operations and member care team.

Role & responsibilities

• Own end-to-end marketplace operations - provider onboarding, member support, order fulfilment, payments and payouts coordination
• Handle the toughest escalations personally - complaints, disputes between buyers and providers, delays, refunds and payout issues - and close them fairly and fast
• Spot patterns in recurring issues, find root causes and propose fixes - in process, policy or product - before they become bigger problems
• Design and document SOPs, SLAs, escalation matrices, support templates and FAQs from scratch
• Get service providers fully onboarded and payout-ready (GST, KYC, bank verification) and keep them active and compliant
• Track every order from request to completion and keep quality and turnaround high
• Work closely with the product team to turn operational problems into product improvements
• Set up dashboards and weekly reporting on onboarding, tickets, order health, provider performance and member satisfaction
• Coordinate with field sales and marketing on onboarding pipelines, member feedback and campaigns
• Hire, train and lead the operations / member care team as we scale

Preferred candidate profile

• 4-8 years in operations, customer success, service delivery or escalation management - ideally in a marketplace, startup, fintech, e-commerce, logistics or B2B services business
• Proven record of handling high-pressure escalations and difficult stakeholders calmly
• Strong problem-solver who can move from firefighting to building repeatable systems
• Has written SOPs, set SLAs and improved processes with measurable results
• Fluent in Telugu and English (spoken and written); Hindi is a plus
• Comfortable with data - Excel / Google Sheets, basic dashboards and reporting
• Familiarity with GST, KYC, payments or MSME / professional services is a strong plus
• Experience leading or mentoring a small team is a plus
• High ownership - acts without waiting to be told

Perks and benefits

• Report directly to the CEO with real decision-making ownership
• Build the operations function from the ground up and lead the team as it grows
• Competitive salary with performance-based growth
• In-office role in Hyderabad
• Joining date can be flexible for the right candidate