Head - Operations Business Unit

About the Role:

We are looking for an experienced and results-oriented Business Unit Head to lead and scale enterprise AI operations across global customer engagements. This role will be responsible for driving operational excellence, business growth, customer success, and organizational capability while building scalable delivery models for AI-powered services.

The ideal candidate is a strategic leader with a strong execution mindset, capable of managing large, cross-functional teams, optimizing AI operations, and fostering a culture of continuous improvement in a fast-paced, high-growth environment.

Key Responsibilities:

Strategic Leadership:

- Define and execute the AI Operations strategy in alignment with the organization's business goals and growth plans.

- Develop scalable operating models and governance frameworks to support enterprise AI programs.

- Lead strategic initiatives focused on operational transformation, process optimization, and business scalability.

- Drive innovation by leveraging technology, automation, and data-driven decision-making.

AI Operations & Delivery:

- Oversee end-to-end delivery of AI Operations programs, ensuring consistent execution across multiple customers and projects.

- Establish governance mechanisms to monitor delivery performance, quality, productivity, and SLA adherence.

- Drive continuous improvements in operational efficiency, resource utilization, and service quality.

- Collaborate with Product, Engineering, Quality, and Customer Success teams to enhance delivery capabilities and customer outcomes.

Team Leadership:

- Build, mentor, and lead high-performing operations teams, including Operations Managers, Team Leads, and functional specialists.

- Foster a culture of accountability, collaboration, innovation, and continuous learning.

- Drive talent development, succession planning, and employee engagement initiatives.

- Strengthen leadership capability across multiple management levels.

Cross-Functional Collaboration:

- Partner with Product, Technology, Finance, HR, Sales, and Customer Success teams to ensure seamless execution of business objectives.

- Lead cross-functional programs from planning through execution while ensuring alignment across stakeholders.

- Improve collaboration, communication, and operational efficiency across business functions.

Performance & Operational Excellence:

- Define and monitor key operational metrics, including productivity, quality, turnaround time, utilization, customer satisfaction, and overall operational health.

- Develop dashboards and MIS reports to provide actionable business insights.

- Leverage analytics to identify improvement opportunities and support data-driven decision-making.

- Drive continuous improvement initiatives to enhance operational performance and scalability.

Customer Success:

- Build and maintain strong relationships with enterprise customers and executive stakeholders.

- Lead operational reviews and governance meetings to ensure alignment with customer expectations.

- Proactively manage escalations and implement solutions to improve customer experience.

- Identify opportunities to strengthen long-term customer partnerships and support business growth.

Preferred Qualifications:

- 8-14 years of experience in AI Operations, Business Operations, Strategy, Program Management, Managed Services, or related domains.

- Proven experience managing large operations teams (100+ employees) in a high-growth environment.

- Strong expertise in operational excellence, governance, process optimization, and large-scale program management.

- Experience leading cross-functional initiatives involving Product, Engineering, and Customer Success teams.

- Excellent leadership, stakeholder management, communication, and problem-solving skills.

- Strong analytical mindset with experience using operational metrics to drive business decisions.

- Bachelor's degree in Engineering, Business Administration, or a related field. Candidates from Tier-1 institutions (IITs/NITs) will be preferred.

Success Metrics:

- Operational efficiency and scalability

- SLA adherence and delivery excellence

- Customer satisfaction and retention

- Productivity and quality improvement

- Employee engagement and leadership development

- Successful execution of strategic initiatives

- Business growth and operational profitability