<p><p><b>Role Overview :</b><br/><br/>We are seeking a technology-driven General Manager Operations to lead our service delivery, automation initiatives, and operational performance.
</p><p><br/></p><p>This role requires a strategic operations leader with deep exposure to technology platforms, workflow automation, and digital transformation.
</p><p><br/></p><p>You will be responsible for managing large-scale service delivery teams, driving operational excellence, leveraging tech tools to optimize processes, and ensuring seamless collaboration between Operations and Technology.<br/><br/>This is a high-impact, high-ownership role for professionals who thrive at the intersection of operations and technology in fast-scaling organizations.</p><p><br/><b>Key Responsibilities :</b><br/><br/><b>Technology-Enabled Operations :</b><br/><br/>- Champion adoption of workflow tools, CRMs, ticketing systems, RPA, and automation platforms to optimize processes.<br/><br/></p><p>- Collaborate with Product & Tech teams to implement AI/ML-driven solutions for process efficiency.<br/><br/></p><p>- Drive digitization of SOPs and ensure technology-first execution across delivery teams.<br/><br/><b>Operations Leadership :</b><br/><br/>- Lead and manage day-to-day operations across client-facing delivery teams.<br/><br/></p><p>- Ensure adherence to SLAs, TAT, and quality benchmarks.<br/><br/><b>Performance & Process Excellence : </b><br/><br/>- Define, track, and improve KPIs using data analytics and dashboards.<br/><br/></p><p>- Identify bottlenecks and implement automation-led solutions to scale delivery.<br/><br/></p><p>- Standardize workflows, drive continuous improvement, and enhance tech adoption across functions.<br/><br/><b>Team & Stakeholder Management :</b><br/><br/>- Manage and coach mid-level managers and team leads; instill a performance-driven culture.<br/><br/></p><p>- Act as the bridge between Operations, Technology, and Business teams for end-to-end execution.<br/><br/><b>Customer-Centric Technology Operations :</b><br/><br/>- Ensure technology-enabled workflows align with client requirements and quality standards.<br/><br/></p><p>- Proactively manage escalations with real-time dashboards and reporting.<br/><br/><b>Governance & Compliance :</b><br/><br/>- Ensure compliance with quality, data security, and regulatory requirements.<br/><br/></p><p>- Maintain audit-ready documentation through digital tools.</p><p><br/><b>Candidate Profile :</b><br/><br/><b>Required Qualifications :</b><br/><br/>- 7 to 10 years of experience in technology-enabled operations, SaaS, or service delivery environments<br/><br/></p><p>- Proven success in managing and scaling teams of 20 - 50+ with a technology-first approach.<br/><br/></p><p>- Hands-on experience with workflow automation, CRM, RPA, ticketing, or digital platforms.<br/><br/></p><p>- Strong analytical skills with ability to build and interpret data dashboards.<br/><br/></p><p>- Excellent stakeholder management and communication skills.<br/><br/><b>Preferred Qualifications :</b><br/><br/>- Experience managing P&L or large operational budgets.<br/><br/></p><p>- Exposure to solar, energy tech, SaaS, or digital service operations.<br/><br/></p><p>- Knowledge of emerging technologies (AI, ML, cloud platforms) for operations optimization.</p><br/></p> (ref:hirist.tech)