We are looking for an accomplished, high-energy operations leader to take end-to-end ownership of our delivery operations in Noida, with responsibility for a large, multi-layered workforce and full accountability for client delivery outcomes.

This role requires someone who can take charge from day one. You will inherit live client engagements and a growing delivery organisation, and will be expected to bring structure, governance and operating discipline immediately rather than build up to it over several quarters.

The ideal candidate is a seasoned IT BPO/BPM operations leader with a proven record of running large, multi-site operations driving productivity, quality and cost efficiency while building the leadership bench needed to scale. Prior experience running AI data annotation operations is a strong advantage; equally, we welcome leaders from customer experience (CX) and voice/non-voice BPO backgrounds who have managed operations at comparable scale.

Key Responsibilities

Operational Leadership

- Lead end-to-end delivery operations in Noida, carrying full ownership of a large, multi-layered workforce.
- Provide strategic and operational leadership to large, multi-layered teams and ensure delivery against business, client and operational objectives.
- Own performance across core metrics: productivity, quality, SLA adherence, customer experience, utilisation, shrinkage, attrition and cost per unit.
- Establish effective governance — daily and weekly operating rhythms, performance reviews, operational dashboards and corrective action plans.
- Manage operational risk, escalations, business continuity and critical client issues, acting as the senior point of accountability.

Delivery Quality & Client Outcomes

- Ensure delivery quality on annotation and data operations programmes through gold-standard sets, sampling-based audits, calibration and inter-annotator agreement tracking.
- Own production planning and capacity management:



batch throughput, turnaround commitments, shift design across US and European time zones, and surge staffing for project ramps.
- Build robust training, certification and subject-matter-expert structures so that new programmes reach quality thresholds quickly.
- Partner with sales, solutioning and project management on new engagements — validating effort estimates, staffing models and delivery feasibility before commitments are made.
- Act as a senior operations counterpart in client governance forums, business reviews and audits.

Scale, Efficiency & Transformation

- Develop and execute strategies for scaling operations and workforce growth in line with the business plan.
- Identify and eliminate process inefficiencies, optimise workforce utilisation and improve unit economics without compromising quality or client experience.
- Leverage AI, automation, analytics and digital tooling to raise productivity, sharpen decision-making and improve scalability.
- Lead transformation and change-management initiatives across the delivery organisation.
- Track emerging AI and automation trends relevant to data operations and translate them into practical implementation.

People & Governance

- Build, develop and retain a strong leadership pipeline capable of running large-scale operations independently.
- Establish a culture of continuous improvement, accountability, performance ownership and operational discipline.
- Drive engagement and retention initiatives to control attrition in a high-volume delivery workplace.




- Ensure compliance with organisational policies, client contractual requirements, regulatory standards and information security practices, including data confidentiality obligations on client datasets.

Required Experience

- 10–15+ years in BPO / IT BPO / BPM operations, with substantial time in senior operations leadership roles.
- Proven experience owning operations of 2,000–3,000+ employees in previous organisations, ideally across multiple sites.
- Strong command of BPO operating metrics — workforce management, productivity, quality, SLA management, utilisation and cost optimisation.
- Demonstrated track record of building, scaling and stabilising large delivery teams.
- Experience driving operational efficiency and continuous improvement programmes at scale.
- Comfort operating in a fast-growing environment with direct client exposure and senior stakeholder engagement

Preferred Qualifications

- Prior experience running AI data annotation, data labelling or data operations at scale.
- Background in customer experience (CX) operations, voice or non-voice, serving US, UK or European clients.
- Experience with transitions, migrations and new site or new programme launches.
- Lean, Six Sigma or comparable process excellence certification.
- Familiarity with ISO 27001, SOC 2 or equivalent information security frameworks.
- Graduate degree essential; MBA or Master's degree preferred.

What Success Looks Like

- First 90 days: full command of current delivery performance, governance rhythms established, immediate gaps in quality, staffing and reporting identified and addressed.
- First 6 months: measurable improvement in productivity, quality and attrition; leadership bench strengthened.
- First 12 months: operations demonstrably ready to absorb planned headcount growth without degradation in client outcomes or unit economics.

📌 Head of Operations | IT Services Background | IT BPO/BPM Operations (Noida)
🏢 WSNE Consulting
📍 Noida