Operations Manager

Awign · India

Key Responsibilities

Operational Strategy & Execution

• Develop and execute operational strategies aligned with business objectives, customer expectations, and organizational growth plans.
• Translate business goals into structured operating plans with clearly defined ownership, governance, timelines, and measurable outcomes.
• Design scalable operating models that support expansion across multiple geographies, clients, and business verticals.
• Drive operational efficiency through continuous process optimization, automation, and standardization.
• Lead cross-functional initiatives to improve execution quality, productivity, and service delivery.

Business Delivery & Program Management

• Own end-to-end execution of multiple field-based and remote service delivery programs.
• Ensure projects are delivered on time while meeting agreed service levels, quality standards, and operational KPIs.
• Monitor delivery performance and proactively address operational bottlenecks.
• Establish governance mechanisms, review cadences, and reporting frameworks to ensure consistent execution across projects.
• Coordinate with internal stakeholders and external partners to ensure seamless operational delivery.

Leadership & Team Management

• Lead, mentor, and develop multi-layered operations teams comprising Central Operations, Regional Teams, Field Executives, Team Leads, and Partner Networks.
• Build a high-performance culture driven by accountability, ownership, collaboration, and continuous improvement.
• Set performance goals, conduct regular reviews, and support career development for team members.
• Drive employee engagement initiatives while ensuring operational discipline and execution excellence.

Workforce Planning & Deployment

• Plan and optimize workforce deployment across multiple locations based on business demand and customer requirements.
• Manage capacity planning, territory allocation, scheduling, and workforce utilization.
• Oversee onboarding, training, performance monitoring, and productivity management of field teams, vendors, and gig workers.
• Ensure optimal resource allocation while maintaining service quality and cost efficiency.

Vendor & Partner Management

• Build and maintain strong relationships with vendors, service partners, and workforce aggregators.
• Drive vendor onboarding, performance management, and compliance with operational standards.
• Monitor partner productivity against agreed SLAs and quality benchmarks.
• Collaborate with partners to improve execution efficiency, customer experience, and operational performance.

Service Quality & Process Excellence

• Design, implement, and continuously improve Standard Operating Procedures (SOPs), quality frameworks, and operational playbooks.
• Conduct quality audits and operational reviews to ensure adherence to customer and internal standards.
• Perform root cause analysis for operational issues and implement corrective and preventive actions.
• Drive continuous improvement initiatives focused on quality, productivity, turnaround time, and customer satisfaction.

Client Experience & Stakeholder Management

• Serve as the primary operational point of contact for enterprise customers and internal stakeholders.
• Ensure consistent, high-quality service delivery across all assigned accounts.
• Proactively manage customer escalations and drive timely resolution.
• Build trusted relationships with clients by delivering operational excellence and maintaining transparent communication.
• Partner with Business Development and Customer Success teams to support account growth and customer retention.

Financial & Operational Performance

• Manage operational budgets and support P&L objectives through effective resource planning and cost optimization.
• Monitor operational costs and identify opportunities to improve productivity and unit economics.
• Balance service quality with financial efficiency to maximize business performance.
• Support forecasting, budgeting, and business planning activities.

Performance Management & Analytics

• Define, monitor, and report key operational metrics, including:
• Productivity
• SLA Adherence
• Quality
• Turnaround Time (TAT)
• Workforce Utilization
• Vendor Performance
• Customer Satisfaction
• Cost Efficiency
• Develop dashboards and MIS reports to provide actionable business insights.
• Use data analytics to identify trends, drive operational improvements, and support strategic decision-making.

Risk, Compliance & Governance

• Identify operational risks and implement mitigation strategies to ensure business continuity.
• Ensure compliance with organizational policies, contractual obligations, and applicable regulatory requirements.
• Maintain operational governance across field teams, vendors, and partner ecosystems.
• Support audits and ensure adherence to data security and compliance standards.

Process Documentation & Knowledge Management

• Develop and maintain comprehensive process documentation, SOPs, operational manuals, and training materials.
• Standardize workflows to ensure consistent execution across teams and locations.
• Enable knowledge sharing and best practice adoption across the organization.

Required Qualifications

• Bachelor's degree in Engineering, Business Administration, Operations Management, or a related field.
• 4–7 years of experience in Business Operations, Field Operations, Project Management, Managed Services, or B2B Operations.
• Proven experience managing large-scale field execution, distributed workforce operations, or service delivery programs.
• Strong understanding of vendor management, gig workforce operations, territory management, and service fulfillment.
• Experience in process improvement, operational governance, and performance management.
• Demonstrated ability to lead cross-functional teams in a dynamic, high-growth environment.

Preferred Skills

• Strong analytical and problem-solving capabilities with a data-driven approach to decision-making.
• Excellent communication, stakeholder management, and negotiation skills.
• Proven leadership experience managing geographically distributed teams, including field staff and partner networks.
• Advanced proficiency in Microsoft Excel and the Microsoft Office Suite.
• Familiarity with field operations tools, workforce management platforms, CRM systems, and marketplace operations.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.