Position: Senior Operations Manager

Department: Operations

Job Type: Full Time (On site)

Location: Mumbai, Maharashtra

About SFL:

SFL is a leading multi-sport academy network offering professional coaching across Football, Tennis, Chess, and more. We combine elite infrastructure, certified coaching, and a digital-first approach to help children grow through sport.

About the Role:

We are looking for a Senior Operations Manager who will be responsible for end-to-end ownership of the entire business operations including Academy Operations, Tournament Operations and Customer Support Operations. The incumbent shall bring operational efficiency and excellence along with strong quantitative and analytical skills and should be able to drive seamless execution across the functions, can build scalable systems and ensure exceptional customer experience.

Key Responsibilities:

Responsibilities include but are not limited to the following -

1. Academy Operations Management:

- Drive strong execution of Academy Operations SOPs and Due Diligence (DD) across all centres.

- Build efficient and scalable monitoring and evaluation systems for the implementation of the SOPs and DDs and continuously identify areas of improvement.

- Ensure consistency in scheduling, coach attendance and session delivery by the coaches across the centres.

- Ensure optimal utilization of infrastructure and its maintenance.

- Drive enrolment fee collection through the on-ground teams and effective & timely communication to customers about payments and renewal.

2. Tournament Operations Management:

- Oversee overall Tournament Operations and ensure efficient execution of the ongoing event.

- Manage overall revenue collection from participating teams without any gaps in the process, communication and payment schedules.

- Manage end-to-end Tournament life cycle i.e. planning, logistics, execution, post-event analysis etc.

- Drive seamless on-ground operations week-on-week and ensure high quality participant experience.

- Analyze Tournament performance metrics and identify improvement areas.

3. Customer Support Operations Management:

- Lead the Customer Support function by driving high response rate and quality, TAT adherence, effective communication strategies and ensuring quick resolutions to customer grievances.

- Design and execute escalation frameworks and resolution protocols.

- Continuously improve customer experience and drive retention through data driven and analytical approach.

4. Data & Reporting:

- Leverage data to drive decision-making across operations.

- Identify gaps and trends through data analysis and suggest/implement processes and strategies for improvement.

- Identify inefficiencies in the process and implement scalable solutions.

- Based on data, modify SOPs as required.

5. Team Leadership:

- Manage cross-functional operations teams and other stakeholders.

- Drive a team culture of ownership, integrity and excellence.

Key Skills & Requirements:

- MBA degree from Tier-1 B-Schools (Mandatory)

- 5 to 6 years of work experience in operations, consulting or high-growth Start-up environments.

- Strong communication and stakeholder management skills

- Excellent quantitative and analytical skills

- Proven track record in excellent operational execution

- Experience in managing multiple operational functions simultaneously

- High ownership mindset with ability to thrive in fast-paced environments

- Experience/Exposure in sports/education/consumer services industry is preferred

Compensation & Benefits:

- Competitive salary based on experience.

- Opportunity to work with leading sports professionals and events.

Sports For Life (SFL) is an Equal Opportunity Employer and is committed to conduct an objective recruitment process based on the requirements and merit of the candidates. It is against the policy to reject any candidate based on their gender, caste, race, sex, disability, colour, religion, creed or sexual orientation.

SFL has a zero-tolerance policy against any form of child abuse and harassment.