Business Operations - General Manager - CST Travel
Paytm (company site, opens in a new tab)10–14 yrsNoidaOn-siteDirect career pageEst. 30–50 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end service operations and SLA governance across Paytm Travel verticals (Flights, Bus, Hotels) ensuring operational excellence and high customer satisfaction.
- Manage large teams (100+), including recruitment, mentoring, performance reviews, and workforce planning to handle volume spikes and maintain service quality.
- Oversee vendor relationships, conduct contract and billing audits, optimize costs, and execute process improvements and crisis/escalation management.
Minimum Requirements
- 10–14+ years experience in Customer Operations, Service Delivery, or Business Operations in E-commerce, BPO/KPO, or Travel sectors; Travel industry experience highly preferred.
- Experience managing large-scale teams of 100+ and vendor networks.
- Graduate or Post-Graduate degree in Operations Management, Business Administration (MBA preferred), or related fields.
- Not explicitly mentioned in the JD: notice period or location requirements.
Ideal Candidate Profile
- Experienced leader skilled in operational execution, vendor management, SLA enforcement, and workforce forecasting in fast-paced environments.
- Strong capability in managing multi-tiered teams and large outsourced ecosystems, with a focus on cost control and operational ROI.
- Effective communicator able to deliver operational reviews and strategic updates to C-suite and executive stakeholders.