Sr. Manager – Operations
- Designation: Sr. Manager – US Operations
- Experience:10-12 years, with 6+ years in leadership role.
- Job Type : Permanent
- Job location: Pune (Magarpatta City)
- Shift: Should be flexible with day and night shifts
- Notice Period: up to 30 days
- Work from office is mandatory.
About the Role
We are looking for an experienced and dynamic Sr. Manager – US Operations to lead and optimize our US operations, ensuring excellent service delivery, operational efficiency, and client satisfaction. This role requires hands-on leadership and the ability to work closely with cross-functional teams to drive business growth and operational excellence. This position requires full-time, in office presence in the office to maintain close coordination with teams and stakeholders.
Key Responsibilities
- Operational Leadership: Oversee daily operations of US-based projects, ensuring targets, SLAs, and KPIs are consistently met or exceeded.
- Team Management: Lead, mentor, and develop a high-performing team including Operations Managers,
Team Leads, and support staff.
- Client Management: Act as the primary point of contact for key US clients, managing expectations, resolving escalations, and ensuring client satisfaction.
- Process Optimization: Identify operational bottlenecks and implement process improvements using data-driven insights to enhance efficiency, quality, and customer experience.
- Operations Excellence: Data driven analysis of processes, people & technology by deep diving into data for meaningful insights and identification of gaps.
- Strategic Planning: Collaborate with senior leadership to develop operational strategies that support company goals and growth plans.
- Reporting and Analytics: Monitor key metrics, prepare detailed operational reports, and present findings and action plans to senior management.
- Compliance and Quality: Ensure operations comply with company policies, contractual obligations, and industry regu