What you'll do : - Recruit, manage, coach, and develop a team of Onboarding Managers & Technical Account Managers - Be a subject matter expert on the product suite in the markets you manage user operations for - Guide your team to design and deliver incredible user experiences while creating processes that scale - Exemplify a user's first mindset and build a culture of customer obsession - Drive strong operational delivery and continuous process improvement - Set clear goals and direction, and provide regular feedback on team members' performance - Be data-driven in your analysis of performance, and in your decision making - Work cross functionally with Sales teams to ensure effective handovers and continuous improvement in our user go live times across products - Collaborate closely with our Scaled Support team and provide constant guidance and knowledge transfer of best practices and evolving SOPs - Work seamlessly with Integration Engineering & Growth Partnerships teams to improve work-flows, conduct root cause analysis and build processes that scale - Coordinate and engage with multiple stakeholders within the customer's organization (IT, Marketing, Operations, etc.) as well as client partners (POS systems, Food Delivery Aggregators) to address operational and business requirements - Facilitate discussions and work cross functionally to deliver on the product needs of our largest, most complex users Job requirements - 7+ years of experience and 2+ years of experience managing operations teams with a strong preference for having managed either Customer Success/ Support teams - A track record of building best in class processes and over achieving operational metric targets / KPIs - Experience of working with a high growth or fast scaling business - Very strong analytical skills with the ability to build / oversee the build-out of reporting & dashboards - Ability to understand and articulate technical concepts, and translate them into industry- or business-relevant terms - Ability to hire, train and coach a high-performance team - Love for the details. To build a great localized product means you care about every nuance of the experience. - You are naturally curious. If something seems off, you want to figure out what is going on and fix it. - You can think globally, act locally, and thrive in a multicultural, startup environment. - Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes - Practiced in small to medium scale project management - Strong organizational skills and is self-starting - Fluent in English - University degree in Business / Marketing / Engineering / Mathematics or other relevant studies Preferred qualifications : - Experience using SQL and comfortable building basic queries and modifying more complex ones - Experience with Freshdesk, Github, Postman and/or Kibana

Bangalore

Head - User Operations/Customer Success - IT 

Job Description for Head - User Operations/Customer Success - IT  in i4 HR Consulting in  Bangalore for (7-12) years of experience. Apply Now!