Senior Manager - AD Operations

Golden Opportunities; Chennai District; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

Golden Opportunities is hiring a senior leader to oversee end-to-end Ads troubleshooting operations in a traditional office setting in Chennai. You will steer a large team across email, chat, and voice channels, ensuring delivery against contractual KPIs and client expectations.

You will drive governance, capacity planning, and risk mitigation while coaching frontline managers and enabling workforce development. This role requires strong stakeholder management and excellent communication skills.

Qualifications

• 12 years of experience in managing operations for Ads-related operations.
• Proven leadership of large teams (100+ agents) in a contact center setting.
• Strong ability to drive service delivery, governance, and performance improvements.

Responsibilities

• Lead end-to-end service delivery for Ads Troubleshooting Program with a large agent team.
• Drive performance across SLAs, quality, CX, resolution effectiveness, attrition, and engagement.
• Provide leadership to frontline managers to ensure execution, people development, and stability.
• Own daily operations, governance, capacity planning, escalation management and risk mitigation.
• Foster high-performance culture through coaching, performance management, and succession planning.
• Partner with client stakeholders to review performance and align with contractual expectations.
• Manage internal stakeholder relationships across QA, training, WFM, HR, analytics, and operations.
• Demonstrate experience in service delivery, large-scale operations, and multi-channel support.

Skills

Operations management

Contact center leadership

Multichannel support

Performance management

Stakeholder management

Analytics

Coaching & development

People development

Escalation management

US-hours availability

Education

Bachelor's or Master's in IT/CS

Job description

• Work Model: Work from Office
• Candidate Location - Anywhere
• Candidate Industry BPO / KPO
• Education Bachelor s or Master s degree in IT, Computer Science, or a related technical discipline
• Experience 12 years of experience in manging operations for AD operations

Job responsibility

• Lead end-to-end service delivery for Ads Troubleshooting Program, overseeing a team of approximately 100 200 agents across inbound email, chat, and phone support channels.
• Drive operational performance across key business and customer metrics including service level, productivity, quality, customer satisfaction, resolution effectiveness, adherence, attrition, and employee engagement.
• Provide leadership to frontline managers, team leaders, and support functions to ensure strong execution, people development, and operational stability.
• Own daily operations, service delivery governance, capacity planning alignment, escalation management, and risk mitigation for the program.
• Build and sustain a high-performance culture through structured coaching, performance management, succession planning, and leadership development.
• Partner with client stakeholders to review performance, discuss business priorities, present action plans, and ensure alignment to contractual and service expectations.
• Manage internal stakeholder relationships across quality, training, workforce management, HR, analytics, and operations leadership to enable consistent delivery outcomes.
• Must have Proven experience in service delivery, operations management, or contact center leadership roles with responsibility for large teams, ideally managing operations of 100+ agents.
• Strong operational background in inbound customer support, technical support, troubleshooting, or contact center service delivery environments.
• Demonstrated success leading frontline managers and large agent populations, with strong capability in coaching, performance management, team engagement, and succession planning.
• Strong stakeholder management and client management skills, with the ability to influence, communicate, and build credibility across internal and external partners.
• Experience managing multi-channel support operations across phone, chat, and email.
• Strong analytical and problem-solving skills, with the ability to interpret operational data, identify trends, and translate insights into action.
• Experience handling business reviews, performance reporting, service governance, and escalation management in a client-facing environment.
• Excellent verbal and written communication skills, with strong presentation capability.
• Ability to thrive in a fast-paced, metrics-driven, high-accountability environment.
• Flexibility and willingness to work in US hours from Gurgaon.