- Work Model: Work from Office

- Candidate Location - Anywhere

- Candidate Industry BPO / KPO

- Education Bachelor s or Master s degree in IT, Computer Science, or a related technical discipline

- Experience 12 years of experience in manging operations for AD operations

Job responsibility

- Lead end-to-end service delivery for Ads Troubleshooting Program, overseeing a team of approximately 100 200 agents across inbound email, chat, and phone support channels.

- Drive operational performance across key business and customer metrics including service level, productivity, quality, customer satisfaction, resolution effectiveness, adherence, attrition, and employee engagement.

- Provide leadership to frontline managers, team leaders, and support functions to ensure strong execution, people development, and operational stability.

- Own daily operations, service delivery governance, capacity planning alignment, escalation management, and risk mitigation for the program.

- Build and sustain a high-performance culture through structured coaching, performance management, succession planning, and leadership development.

- Partner with client stakeholders to review performance, discuss business priorities, present action plans, and ensure alignment to contractual and service expectations.

- Manage internal stakeholder relationships across quality, training, workforce management, HR, analytics,



and operations leadership to enable consistent delivery outcomes.

- Must have Proven experience in service delivery, operations management, or contact center leadership roles with responsibility for large teams, ideally managing operations of 100+ agents.

- Strong operational background in inbound customer support, technical support, troubleshooting, or contact center service delivery environments.

- Demonstrated success leading frontline managers and large agent populations, with robust capability in coaching, performance management, team engagement, and succession planning.

- Strong stakeholder management and client management skills, with the ability to influence, communicate, and build credibility across internal and external partners.

- Experience managing multi-channel support operations across phone, chat, and email.

- Strong analytical and problem-solving skills, with the ability to interpret operational data, identify trends, and translate insights into action.

- Experience handling business reviews, performance reporting, service governance, and escalation management in a client-facing environment.

- Excellent verbal and written communication skills, with strong presentation capability.

- Ability to thrive in a fast-paced, metrics-driven, high-accountability environment.

- Flexibility and willingness to work in US hours from Gurgaon.

📌 Senior Manager - AD Operations (Chennai)
🏢 Golden Opportunities
📍 Chennai