Position: Senior Manager Operations or Director of Operations

Job description:

Company is looking for a Senior Manager or Director to run our customer onboarding and support team.

- This role is based out of our office in Bangalore and will manage a team of content writers, website designers, support analysts and digital marketing managers to onboard hotels on the Company's website management platform and take care of their requests after the hotel is live.

a) High quality delivery of customer websites with great content and look and feel.

b) Ensuring that customer support requests are handled in a timely and high-quality manner

c) Coordinates with other departments such as technology, finance, sales - to ensure that the

operations of the company are running smoothly.

Responsibilities:

- Define and monitor the onboarding and support processes and ensure timely and high-quality delivery of customer requests.

- Prioritize and assign work across multiple team functions which include content, website design and digital marketing. When necessary, communicate and negotiate timelines with customers.

- Drive process improvements to improve team productivity, throughput, and quality.

- Define and maintain operations metrics and other quantitative data to evaluate onboarding and customer request performance on a regular basis.

- Establish quality check processes to ensure customer satisfaction.

- Properly escalate issues pertaining to other departments to appropriate internal teams (e.g., finance, engineering, sales) and drive resolution to improve customer experience.

- Work closely with engineering to get productivity improving features developed.

- Create an inspiring team environment with an open communication culture.

- Oversee day-to-day operation & be ready to get your hands dirty.

Requirements :

- 6-8 years of experience - majority of experience in running operations. Experience with Software as a Service or Content a plus.

- Excellent English skills

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