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Generalist ops manager, mid-level experience, broad requirements, and VC-backed startup attract many qualified applicants.
Operations and people-management skills are transferable but BPO/high-volume delivery background is preferred.
Explicit 6–10 years requirement, mandatory operations/BPO and direct people-management experience increases filter strictness.
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Directly manage people, attendance, and SLA delivery (productivity, TAT, accuracy) on the operations floor within a high-volume delivery team.
Own daily operations including standups, coaching, performance conversations, and real-time floor-level issue resolution.
Partner with domain SMEs to handle judgment calls and escalate delivery risks beyond pod capacity to Head of Operations.
6 to 10 years experience in operations/service delivery, preferably in BPO, shared services, or high-volume environments.
Direct people management experience managing individual contributors, not just supervising through others.
Working knowledge of SLA/TAT fundamentals and floor management.
Ability to use dashboards and data to make pod-level operational decisions.
Experienced hands-on operations leader comfortable with real-time coaching and performance management at floor level.
Data-driven decision maker with a structured approach to managing productivity, accuracy, and attendance.
Capable of managing delivery risks and coordinating with SMEs and senior leadership to meet SLAs and improve operational efficiency.