Senior Manager /General Manager Operations

Position Title: Senior Manager /General Manager Operations

Location: Pondicherry

Reports to: Senior Vice President

Position Overview:

Senior Manager /General Manager Operations will serve as the Delivery Unit Spoc for a strategic publishing customer. The role is accountable for end-to-end delivery excellence, customer success, operational performance, profitability, talent development, and growth of the business. This leader will partner closely with global publishing stakeholders to deliver high-quality scholarly and academic content solutions while driving con-tinuous improvement and scalable operations.

Key Responsibilities:

- 1. Customer Relationship Management Serve as the primary operational leader and trusted partner for the Journals/Books customer.
- Develop a deep understanding of customer priorities and align delivery objectives accordingly.
- Lead governance reviews and proactively manage risks, escalations, and service commitments.
- Drive customer satisfaction through consistent delivery performance, responsiveness, and accountability that strengthen trust and business continuity.
- 2. Delivery & Operational Excellence
- Own end-to-end delivery performance across Journls/Books programs and workflows.
- Establish operational plans, KPIs, and governance mechanisms to ensure successful execution.
- Ensure achievement of quality, productivity, turnaround time, and service-level commitments.
- Anticipate operational challenges and implement mitigation plans to minimize business impact.
- Drive continuous improvement initiatives that enhance efficiency and customer outcomes.
- 3. Financial & Business Performance Management
- Manage revenue, margins, productivity,



utilization, and overall business performance of the delivery unit.
- Monitor operational and financial metrics and implement corrective actions where required.
- Drive effective resource planning and utilization to optimize cost and performance.
- Support account growth through operational excellence and value-added service delivery.
- 4. People Leadership & Talent Development
- Build, lead, and develop high-performing teams capable of meeting current and future business needs.
- Coach and mentor managers and team members to strengthen capability and performance.
- Identify skill gaps and implement development plans to enhance team effectiveness.
- Drive employee engagement, retention, and succession planning within the delivery unit.
- 5. Cross-Functional Collaboration & Stakeholder Management
- Collaborate with Quality, Technology, HR, Finance, and Business teams to achieve organizational objectives.
- Ensure alignment between customer expectations and internal delivery capabilities.
- Facilitate effective communication and coordination to resolve operational challenges.
- Promote knowledge sharing and best-practice adoption across delivery units.
- 6. Innovation & Technology Enablement
- Identify opportunities to improve efficiency, quality, scalability, and customer experience through technology adoption.




- Drive implementation of automation, AI-enabled workflows, and process improvement initiatives.
- Encourage teams to identify and implement innovative solutions to operational challenges.
- Partner with technology teams to evaluate and deploy solutions that improve business outcomes.
- 7. Academic Publishing Domain Leadership
- Provide operational leadership for Journal/Books publishing programs and services.
- Maintain strong knowledge of scholarly publishing workflows, editorial processes, and content transformation services.
- Stay informed about emerging trends, technologies, and market developments within academic publishing.
- Contribute to capability building and domain expertise development within the Journals/Books delivery team.

Qualifications & Experience:

- Bachelors or Masters degree in Publishing, Science, Humanities, Engineering, Business, or a related discipline.
- 15+ years of experience in academic or scholarly publishing operations, with at least 5 years in a senior leadership role.
- Excellent written and verbal communication skills.
- Proven experience managing large-scale Journals/Books publishing programs for global publishers.
- Strong customer-facing experience with governance, stakeholder management, and business reviews. Demonstrated success in leading large delivery teams and managing P&L;, margins, and operational performance.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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