Operations Manager at An IT Service Company

Talentzo Delhi; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Talentzo Delhi is seeking an experienced operations leader to oversee high-volume consumer service operations and guide multiple teams across cities. You will drive customer satisfaction, monitor key metrics, and develop robust SOPs and SLAs.

Collaborate with Technology and Marketing on automation and capacity planning, while ensuring data integrity in handling customer information. Experience with government documentation is a plus.

Qualifications

• Experience managing high-volume consumer service operations and leading multiple teams.
• Proven ability to improve business and operational metrics.
• Strong knowledge of process management, dashboards, funnels, and SLAs.
• Knowledge of Indian government documentation processes is a plus.
• High integrity in handling customer data and personal documents.

Responsibilities

• Manage customer satisfaction, complaints, escalations, and feedback.
• Monitor operational metrics such as conversion, turnaround time, quality, and cost.
• Lead, hire, and develop operations teams.
• Build SOPs, SLAs, and quality processes.
• Work with Technology and Marketing teams on automation and capacity planning.
• Set up and manage operations in new cities.

Skills

High-volume operations management

Team leadership

Metrics improvement

Process management and SLAs

Data handling integrity

Job description

Responsibilities

• Manage customer satisfaction, complaints, escalations, and feedback.
• Monitor operational metrics such as conversion, turnaround time, quality, and cost.
• Lead, hire, and develop operations teams.
• Build SOPs, SLAs, and quality processes.
• Work with Technology and Marketing teams on automation and capacity planning.
• Set up and manage operations in new cities.

Preferred candidate profile

• Experience managing high-volume consumer service operations and leading multiple teams.
• Proven ability to improve business and operational metrics.
• Strong knowledge of process management, dashboards, funnels, and SLAs.
• Knowledge of Indian government documentation processes is a plus.
• High integrity in handling customer data and personal documents.