Senior Manager - Ops Excellence

usemultiplier.com; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

usemultiplier.com is seeking a Director of Ops Excellence to architect a scalable global operations engine and drive transformational improvements across payroll, finance, and customer success.

You will partner with Product, Engineering, and Compliance to redesign workflows, standardize SOPs, and build risk and governance frameworks that prevent issues and improve reliability, reporting, and stakeholder experience.

Qualifications

• Ability to drive initiatives independently and own outcomes.
• Detail-oriented with a systematic approach to process improvements.
• Experience standardizing SOPs and scalable governance frameworks.
• Strong execution focus delivering operational transformations.
• Proficient in process mapping and root cause analysis.
• Comfort with ambiguity and cross-functional collaboration.
• Experience documenting operations and solving problems with data.
• Background in BizOps, Strategy or Operations environments.

Responsibilities

• Deep-dives into payroll, customer success, finance ops to redesign workflows.
• Rebuild and standardize SOPs and governance frameworks for global scalability.
• Develop an operational risk framework to identify failures and prevention methods.
• Identify automation opportunities and productivity improvements.
• Collaborate cross-functionally with Product, Engineering, Finance, and Compliance.
• Drive initiatives to reduce incidents, improve payroll reliability and risk visibility.
• Elevate the organization with scalable governance and automation.

Skills

Ownership mindset

Deep work focus

Systems thinking

Execution bias

Process mapping

Root cause analysis

Ambiguity navigation

Documentation & data-driven problem

BizOps background

Job description

About Job

At Multiplier, we are seeking a Director of Ops Excellence to join our team and drive operational transformation across the organization. This role is pivotal in building a robust global operations engine that can scale effectively while maintaining operational excellence. You will be part of the founding team of BizOps and Operational Excellence, focused on creating systems and processes that prevent issues before they occur.

This is a unique opportunity to architect scale at one of the fastest-growing global employment and payroll platforms. You will work closely with various departments, including Operations, Product, Engineering, and Finance, to redesign workflows, eliminate cross-functional blind spots, and ensure a seamless operational experience for our clients and stakeholders.

Skills & Qualification

• High ownership mindset to drive initiatives independently and take accountability for outcomes

• Deep work orientation with a focus on detailed process investigations and improvements

• Structured thinker with a systems-oriented mindset to standardize SOPs and process architecture

• Strong bias for execution, ensuring timely delivery of operational transformation initiatives

• Exceptional at process mapping and root cause analysis to uncover operational inefficiencies

• Ability to operate comfortably in ambiguity, navigating and resolving complex challenges

• Experience in documentation and data-driven operational problem solving to enhance workflow efficiency

• Background in BizOps, Strategy & Operations, or operational excellence-driven environments

Responsibilities

• Conduct deep dives into payroll, customer success, finance operations, and more to identify structural weaknesses and redesign workflows

• Rebuild and standardize operational SOPs, creating process documentation and operational governance frameworks that are scalable and repeatable globally

• Develop a structured operational risk framework to identify single points of failure, compliance exposures, and design prevention mechanisms

• Identify opportunities for automation, workflow redesign, and productivity improvements to drive operational transformation across the company

• Act as a cross-functional leader, collaborating with Product, Engineering, Finance, and Compliance teams to ensure seamless strategy execution

• Drive initiatives that reduce operational incidents, improve payroll reliability, and create risk visibility across workflows

• Elevate Multiplier into a world-class operational organization by implementing scalable operational governance and automation initiatives