Senior Manager - AD Operations - GO/JC/4687/2026

Golden Opportunities; Chennai District; In loco; INR 2.800.000 - 5.000.000; Tempo pieno

Descrizione del lavoro

Golden Opportunities in Gurgaon is seeking a Senior Manager – AD Operations to lead end-to-end service delivery for an Ads Troubleshooting Program. You will oversee 100–200 agents across inbound email, chat, and phone support, driving metrics like service levels, productivity, quality, CSAT, and adherence.

Expect strong leadership of frontline managers, capacity planning, and risk mitigation, with a focus on coaching, performance, and stakeholder collaboration to meet contractual targets.

Competenze

• Proven experience in service delivery/operations management or contact center leadership for large teams (100+ agents).
• Strong background in inbound support, technical support, troubleshooting, or contact center service delivery.
• Experience leading frontline managers and large agent populations with coaching and performance management.
• Strong stakeholder and client management skills with ability to influence across partners.
• Experience managing multi-channel support (phone, chat, email).
• Strong analytical and problem-solving skills to translate data into actions.
• Experience in business reviews, governance, escalation management in client-facing environments.
• Excellent verbal and written communication with presentation capabilities.
• Thrives in a fast-paced, metrics-driven environment.
• Willingness to work US hours from Gurgaon.

Mansioni

• Lead end-to-end service delivery for Ads Troubleshooting Program, overseeing a team of ~100–200 agents across email, chat, and phone support.
• Drive operational performance across service level, productivity, quality, CSAT, resolution effectiveness, adherence, attrition, and engagement.
• Provide leadership to frontline managers, team leaders, and support functions for strong execution and development.
• Own daily operations, governance, capacity planning, escalation management, and risk mitigation for the program.
• Build a high-performance culture through coaching, performance management, and leadership development.
• Partner with client stakeholders to review performance, priorities, and action plans for contractual alignment.
• Manage internal stakeholder relationships to enable consistent delivery outcomes.

Conoscenze

Ad operations

Operations management

Contact center leadership

Stakeholder management

Multi-channel support

Analytics

People development

Formazione

Bachelor’s or Master’s degree in IT/CS or related discipline

Descrizione del lavoro

• Job Title: Senior Manager – AD Operations
• Job Location: Gurugram
• 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.