About Pravegh

Pravegh is a full-service offshore operations management and product development company headquartered in Ahmedabad. We run core business operations for companies in the US and other international markets: customer experience, technical support, revenue operations, finance and accounting, and sales operations, delivered on our clients' business hours. Alongside operations, we design and build digital products.

Our operations practice is growing, and we are hiring the person who will lead it.

The role

As Operations Manager, you will lead Pravegh's delivery operations end to end. You will decide what gets done and how: setting priorities, defining the standards every team works to, and building the systems that let us add new service lines without losing quality. You will lead the team leads and specialists who run each function, and you will report to the COO.

This is a leadership role for someone who has built operations, not only run them.

Key responsibilities

Operations leadership

- Own service delivery across every function we run: customer experience, technical support, revenue operations, finance and accounting support, and sales operations.
- Set operating priorities and targets, and make the calls on how the work gets done.
- Run the operating rhythm: daily performance reviews, weekly business reviews and monthly reporting to the leadership team.
- Act as the senior escalation point and resolve service issues before they reach customers.

Process design and operational excellence

- Design, document and continually improve the processes and SOPs behind every function, so any role can pass to a trained backup without loss.
- Define service levels and KPIs, how each one is measured, and the reporting behind them.
- Find and remove inefficiency, using automation and AI tools wherever they improve speed or quality.




- Build and own the knowledge base every team works from.

People leadership

- Build, lead and develop the operations team, including team leads, trainers and quality analysts as we scale.
- Own hiring for operations roles: workforce plans, selection, onboarding and performance management.
- Build a culture where standards are held and the people closest to the work raise problems and improvements.
- Plan succession and backups so the operation never depends on a single person.

Workforce planning and performance

- Forecast workload and capacity, and build rosters that cover our clients' business hours across time zones.
- Track productivity, utilisation and schedule adherence, and act on what the numbers show.
- Run training and certification so that every recent hire passes an assessment before going live.

Quality, risk and compliance

- Build and run the quality framework: audits, scorecards and calibration.
- Own information security in operations: access control, device policy and data handling, aligned to standards such as ISO 27001 and SOC 2.
- Keep operations compliant with labour law, including night-shift requirements, and with all statutory obligations.

Growth

- Lead the launch of new processes and service lines from scoping to stable delivery: knowledge transfer, process design, staffing, training and go-live.
- Build the launch playbook that makes every new process faster to stand up than the last.
- Give leadership the capacity,



cost and staffing inputs behind new business decisions.

What success looks like in your first year

- Every function runs to written standards and measured service levels, reported without anyone chasing.
- Every role has a current SOP and a trained backup.
- New processes go live through a repeatable launch playbook.
- A team-lead layer is in place, and the operation runs day to day without leadership involvement.

What you bring

- 7 or more years in BPO, KPO or shared-services operations, including at least 3 years leading team leads or an operation of 15 or more people.
- A track record of launching at least one new process or operation and taking it to stable delivery.
- Experience serving US or UK businesses across voice and non-voice work. Technical support or revenue operations experience is a strong plus.
- Command of SLAs, workforce management, quality programmes and operational reporting, with the ability to build the analysis yourself.
- Strong working knowledge of CRM and help-desk platforms. Zoho experience is an advantage.
- Excellent spoken and written English, and the confidence to lead conversations with senior stakeholders in the US.

Good to have

- COPC, Six Sigma, ITIL or ISO 27001 exposure.

What we offer

- Leadership of a growing operations practice, with the scope to design it.
- Direct work with the founders, and decisions made in days, not quarters.
- Room to grow as the operation scales.
- Fair and competitive compensation.

Working hours and location

Ahmedabad, on-site. Day shift, with overlap into evening operations when the business needs it.

How to apply

Send your CV and a short note on an operation you built or turned around: what you changed, and what the results were. Email: [email protected]

📌 Operations Manager (Ahmedabad)
🏢 Pravegh
📍 Ahmedabad