Department: Operations - eCommerce & AI Data Services

Base location: Mysuru, Karnataka; travel as required

Reporting to: Senior AVP - Operations/VP - Operations

Portfolio: Client operations, new programs and strategic expansion

Role Purpose

We are looking for an experienced and commercially aware operations leader with strong expertise in eCommerce, online marketplaces, AI data operations and Human-in-the-Loop (HITL) services to lead and expand our Client portfolio.

The Senior Director will be responsible for ensuring operational excellence across existing Client programs while building a strong foundation for new opportunities, complex workflows and future business expansion.

This role requires someone who can move comfortably between shop-floor execution, internal stakeholder management and relationship building, NextWealth partnering, client conversations, domain consulting, operational transformation and strategic growth discussions.

The individual will serve as a key operational interface between Kriya, NextWealth and the client, ensuring that delivery capabilities, operational insights and growth opportunities are consistently aligned.

Key Responsibilities****End to End Client Portfolio Leadership

- Take ownership of operational delivery across all existing and upcoming Client programs.
- Drive consistent performance against contractual SLAs, quality, productivity, turnaround time and commercial commitments.
- Establish strong governance across operations, quality, workforce management, training and process compliance.
- Proactively identify delivery risks and implement corrective and preventive actions.
- Build a scalable operating model capable of supporting multiple programs with varying complexity and skill requirements.
- Maintain strong visibility into resource utilization, operational costs, productivity and profitability.
- Establish a culture of accountability, transparency and continuous improvement.

Expected outcome: Stable, predictable and profitable delivery across the Client portfolio. eCommerce and Marketplace Domain Expertise

Domain expertise is a critical selection requirement.

The candidate must possess a strong understanding of how large online marketplaces operate and how human intelligence supports their technology, data and customer experience ecosystems.

Core domain knowledge expected:

Search Relevance

- Query-product relevance, ranking judgments, search intent, query understanding and relevance evaluation

Product Catalogue

- Product data enrichment, attribute extraction, taxonomy, categorization and catalogue quality

Trust & Safety

- Marketplace policy enforcement, prohibited listings, content moderation and seller compliance

Product authenticity

- Product authenticity review, intellectual property violations, brand protection and counterfeit identification

Specialized product data

- Complex product classification, category expertise and judgment-based data review

AI Data Annotation

- Data labeling, evaluation workflows, golden datasets, inter-annotator agreement and human feedback

Seller & Listing Quality

- Listing validation, product compliance, duplicate detection and marketplace integrity

Multilingual Operations

- Language-specific product evaluation, localized content and regional marketplace requirements

AI-Assisted Operations

- Human-in-the-loop validation, model-assisted workflows, automation and quality optimization

The candidate need not have personally managed every workstream. However, they must demonstrate sufficient domain depth to understand new requirements, challenge assumptions and translate complex workflows into scalable operations. Expected outcome: A domain expert who can confidently engage with NextWealth and Client stakeholders beyond operational metrics.

Internal Stakeholder Management and NextWealth Partnership

- Build trusted working relationships across Kriya Operations, Transformation, Delivery Excellence, Performance & Capability, Technology, Analytics, Finance, HR, Talent Acquisition and Account Management.
- Establish shared priorities, clear ownership, decision rights and escalation routes; resolve cross-functional dependencies and competing priorities promptly.
- Translate Client and NextWealth expectations into coordinated internal action plans, with named owners, timelines and measurable outcomes.
- Partner with the Senior AVP Operations on portfolio strategy, resource decisions and escalations; provide timely, evidence-based updates and recommendations.
- Act as a strong operational pillar within Kriya, bringing delivery insights into capability building, investment and account planning.

The Senior Director will play a central role in strengthening the operational partnership between Kriya and NextWealth.

Responsibilities include:

- Build strong working relationships with NextWealth leadership, operations stakeholders, domain experts and KAMs.
- Serve as Kriya's primary operational interface for Client-related delivery and expansion discussions.
- Ensure complete transparency on operational performance, challenges, risks and improvement initiatives.
- Participate in joint business reviews, operational governance meetings and strategic discussions.




- Work closely with NextWealth to understand upcoming opportunities and evolving client expectations.
- Translate NextWealth and client feedback into measurable operational improvements.
- Maintain strong alignment between Kriya's delivery capabilities and NextWealth's business priorities.

Expected outcome: NextWealth views this leader as a dependable operational partner who can independently manage complexity and enable growth. Strategic Account Growth and KAM Enablement The Senior Director must actively contribute to account expansion rather than treating growth as the exclusive responsibility of Sales or Account Management.

Responsibilities include

- Partner closely with both Kriya's internal KAM and NextWealth's KAM to identify and develop new opportunities within Client.
- Maintain regular discussions with KAMs to understand the client's business priorities, operational challenges and emerging requirements.
- Continuously equip both KAM teams with operational insights, delivery achievements, domain capabilities and potential solutions.
- Develop capability presentations, case studies, operational success stories and proof points that KAMs can use in client conversations.
- Identify adjacent marketplace workstreams that could potentially be outsourced to Kriya.
- Support opportunity qualification, solution design, effort estimation, pricing inputs and operational feasibility assessments.
- Participate in client discussions, POCs, RFPs and solution presentations as the operational and domain expert.
- Maintain a structured opportunity pipeline with clear visibility into potential programs, estimated headcount, revenue opportunities and conversion milestones.
- Work with KAMs to convert successful POCs into sustainable production engagements.

Expected outcome: A proactive operational leader who enables KAMs to sell Kriya's capabilities more effectively and contributes directly to account growth. New program Development POCs and Transitions

- Lead operational feasibility assessments for new Client opportunities.
- Partner with Transformation to establish transition plans, resource requirements, SOPs, training frameworks and production-readiness criteria.
- Ensure complex programs are evaluated for skill requirements, process maturity and delivery risks before committing to production timelines.
- Establish clear POC success criteria, including quality, productivity, turnaround time and acceptance benchmarks.
- Drive structured knowledge transfer, pilot execution, calibration and production ramp-up.
- Ensure new programs transition smoothly into business-as-usual operations.
- Maintain a consolidated roadmap for existing operations, upcoming POCs and potential expansions.

Expected outcome: Faster, controlled and predictable launches of recent Client programs. Delivery Excellence Quality and Operational Transformation

Work closely with Kriya's Delivery Excellence and Performance & Capability teams to drive measurable improvements.

Responsibilities include:

- Identify opportunities to reduce AHT, improve first-time-right accuracy and optimize rework.
- Establish strong quality assurance and calibration mechanisms for complex judgment-based workflows.
- Drive root cause analysis and corrective actions for quality deviations.
- Introduce data-driven performance management across all programs.
- Identify opportunities for automation, workflow simplification and AI-assisted productivity improvements.
- Collaborate with Technology and Analytics teams to develop operational dashboards and decision-support tools.
- Standardize best practices across the Client portfolio.
- Build a continuous improvement roadmap linked to measurable financial and operational outcomes.

Expected outcome: Higher accuracy, improved productivity, lower cost-to-serve and scalable operational capability. People Leadership and Capability Development

- Build and lead a strong team of operations managers, quality leaders, trainers and domain specialists.
- Develop skill-based staffing models aligned with the complexity of different Client workflows.
- Partner with Talent Acquisition to establish appropriate candidate profiles and selection mechanisms.
- Implement structured training, certification and readiness assessments for complex processes.
- Develop internal talent pipelines and succession plans.
- Drive employee engagement, retention and performance accountability.
- Create a culture where operational teams understand not just how to perform tasks but why those tasks matter to the client's business.

Expected outcome: A skilled, engaged and scalable workforce capable of supporting both existing and emerging Client programs.

Commercial and Financial Ownership

- Own operational cost and profitability performance across assigned Client programs.
- Work with Operations Finance to monitor revenue, resource utilization, productivity and margins.




- Identify opportunities to improve cost efficiency without compromising delivery quality.
- Provide accurate resource forecasts for confirmed and potential business expansions.
- Evaluate the commercial viability of new workflows and staffing models.
- Support commercial discussions with operational cost models and productivity assumptions.
- Ensure hiring and capacity investments remain aligned with confirmed demand, forecast confidence and approved business plans.

Expected outcome: Sustainable portfolio growth with strong operational margins and controlled investment risk.

Key Performance Indicators

- Performance will be assessed across the following dimensions, with targets agreed with the Senior AVP / VP Operations based on contractual commitments and portfolio baselines.

Delivery Excellence

- SLA adherence, external quality, productivity, TAT and client escalations

Commercial Performance

- Revenue growth, operational margins, cost optimization and resource utilization

Account Growth

- New program opportunities identified, POCs launched, POC conversion and expansion revenue

Stakeholder Management

- Client satisfaction, NextWealth stakeholder feedback, internal stakeholder alignment, KAM enablement, action closure and governance compliance

People & Capability

- Attrition, training effectiveness, certification rates, leadership development and operational readiness

Important:

- Growth KPIs should distinguish between opportunities influenced by the Senior Director and actual revenue conversion, since final commercial decisions remain with the client and account teams.

Candidate Profile****Experience

- 15-20+ years of progressive experience in operations management, preferably within eCommerce, marketplace operations, AI data services or technology-enabled outsourcing.
- At least 5 years in senior operations leadership managing complex, multi-process or multi-client engagements.
- Demonstrated experience managing large-scale operations involving specialized skills, quality-sensitive workflows and changing client requirements.
- Proven exposure to new program launches, transitions, operational transformation and client relationship management.
- Experience contributing to account expansion, solutioning, POCs or business development initiatives.

Preferred Industry Background Candidates with relevant experience from organizations operating in the following ecosystems would be particularly valuable:

- Large global eCommerce marketplaces and retail platforms.
- AI data annotation and model evaluation service providers.
- Trust & Safety and content moderation operations.
- Marketplace integrity, product authenticity and brand protection services.
- Technology-enabled BPO/KPO organizations supporting large global marketplaces.

Experience supporting a large global marketplace is advantageous; experience with a specific Client is not mandatory.

Educational qualifications

- Bachelors degree in business, engineering, commerce, technology or a related discipline, or equivalent relevant professional experience.
- An MBA or postgraduate qualification in operations or business management is preferred.
- Lean Six Sigma, quality management, program management or relevant AI data operations certifications are advantageous.

Essential Skills and Competencies

- eCommerce and marketplace domain knowledge
- Operations leadership and execution
- Internal, Client and NextWealth stakeholder management
- Strategic account growth and KAM enablement
- AI data operations and HITL understanding
- POC execution and transition management
- Commercial and financial acumen
- Quality management and process transformation
- Cross-functional leadership
- Data analytics and business storytelling
- People leadership and capability development

Leadership Attributes We are looking for a leader who demonstrates:

- Hands-on leadership: Comfortable engaging directly with associates, understanding workflows, reviewing quality exceptions and solving operational problems.
- Domain curiosity: Continuously explores emerging marketplace requirements, technology developments and potential outsourcing opportunities.
- Commercial thinking: Understands how operational capability translates into client value, business growth and profitability.
- Executive presence: Can confidently represent Kriya in discussions with NextWealth leadership and Client stakeholders.
- Collaborative leadership: Works effectively across Operations, Transformation, Delivery Excellence, Technology, HR, Finance and Account Management.
- Ownership mindset: Takes responsibility for outcomes rather than limiting accountability to functional boundaries.
- Strategic thinking: Balances immediate delivery commitments with long-term account development.

What Makes This Role Different

- This position is not intended to be a conventional delivery management role.
- The successful candidate must be able to:
- Run the Business: Deliver consistent operational performance across existing Client programs.
- Improve the Business: Drive productivity, quality, automation and profitability improvements.
- Grow the Business: Identify opportunities, empower KAMs, support solutioning and help convert new programs.
- Represent the Business: Become a trusted operational and domain leader for Kriya in its engagement with NextWealth and Client.

📌 Senior Director - eCommerce & Marketplace Operations (Mysuru)
🏢 TalentBridge
📍 Mysuru