Director/VP - Operations/Strategy & Growth - Startup - IIM/ISB

Director/VP - Operations/Strategy & Growth - Startup - IIM/ISB

- Work closely with the Founder in managing Operations end to end

- Spearhead the central client support & process excellence teams

- Manage appropriate staffing across on-site & remote client support

- Hire, train & upskill teams to interact with clients & resolve queries to strict TAT SLAs

- Setup process documentation, SOPs and training/ L&D function to constantly upgrade the client experience & service delivery

- Plan, monitor, and analyze key metrics for the day-to-day performance of client support agents to ensure effective and appropriate contacts

- Drive high productivity & efficiency in cost to serve through data first approach at all times

- Collaborate with sales leads & internal teams (supply, tech, finance) to deliver best onboarding & day-to-day fulfilment to TravelPlus corporate clients

- Target & deliver on high client NPS, high net revenue retention, strong tech adoption and high share of wallet within the clientele

Key Requirements:

- Education pedigree: IIT/IIM/ISB

- 8+ years of experience leading teams in Category/Business/Operations roles

- Experience managing 50-100 member or larger teams

- Strong customer/client orientation and an established track record of driving process excellence

- Mix of experience working with a large manufacturing/operations heavy company and an early/growth stage startup

- Stability in career