Job Role: Director - Operations + Sales + CSM

Position Overview :

We are seeking an experienced Director of Operations to lead our India office and serve as the onground executive presence for our rapidly growing organization. This strategic leadership role will bridge the gap between our US-based executive team and India-based operations, driving operational excellence, revenue growth, and organizational efficiency across all departments. Reporting directly to the CEO in the US, you will be responsible for managing day-to-day operations, collaborating with department heads, and positioning the company for its next phase of growth.

Key Responsibilities Operational Leadership

- Oversee and optimize operations across Sales, Marketing, Customer Success, and Operations departments

- Work closely with department heads to modernize processes, improve efficiency, and increase throughput

- Establish and monitor key performance indicators (KPIs) across all functional areas

- Identify operational bottlenecks and implement solutions to streamline workflows

- Drive continuous improvement initiatives to enhance service delivery and client outcomes

Revenue & Growth Management

- Collaborate with Sales and Marketing heads to develop and execute revenue growth strategies

- Analyze performance metrics and market trends to identify new revenue opportunities

- Support the development and launch of new products and service offerings

- Ensure alignment between operational capacity and revenue targets

Customer Experience Excellence

- Partner with the Customer Success head to enhance client engagement and retention

- Address client disengagement issues and implement proactive intervention strategies

- Ensure consistent, high-quality service delivery throughout the client journey

- Develop solutions to reduce client withdrawals and program pauses

People & Team Management

- Provide leadership, mentorship, and guidance to 250+ employees across all departments

- Foster a high-performance culture focused on accountability, collaboration, and excellence

- Support department heads in talent development, performance management, and succession planning

- Navigate time zone challenges to maintain effective communication with US-based executives

Strategic Initiatives

- Contribute to company-wide strategic planning and goal-setting

- Identify and evaluate opportunities for business expansion and operational scaling

- Lead cross-functional projects that drive organizational improvement

- Serve as the primary point of contact for India office matters

Required Qualifications Experience

- 12+ years of progressive leadership experience in operations and customer service

- Minimum 5 years in a senior director or VP-level role managing large teams (200+ employees)

- Proven track record of scaling operations in a high-growth environment

- Experience managing multi-departmental functions (Sales, Marketing, Operations, Customer Success)

- Background in services, consulting, professional services, or related industries preferred

Skills & Competencies

- Operational Excellence: Deep expertise in process optimization, workflow design, and efficiency improvement

- Strategic Thinking: Ability to translate business strategy into operational execution

- Revenue Focus: Strong business acumen with demonstrated ability to drive revenue growth

- People Leadership: Exceptional team management and leadership development capabilities

- Customer-Centric: Commitment to delivering outstanding customer experiences

- Cross-Cultural Communication: Experience working effectively across time zones with US-based leadership

- Problem-Solving: Analytical mindset with ability to diagnose issues and implement practical solutions

- Change Management: Proven ability to lead organizational transformation and process modernization

Education

- Bachelor's degree required; MBA or advanced degree preferred

- Certifications in operations management, Six Sigma, or related areas are a plus What Success Looks Like In your first 6-12 months, you will:

- Establish strong working relationships with all department heads and the US executive team

- Conduct comprehensive assessment of current operations and identify priority improvement areas

- Implement at least 3-5 major process improvements that measurably increase efficiency

- Develop and execute a plan to improve client retention and reduce withdrawal rates

- Create a roadmap for new revenue opportunities and product development

- Build a high-performing leadership team culture across departments

Important Candidate Requirements

- Candidate age should be below 38 years.

- Total work experience should be 10-15 years (not exceeding 15 years).

- Candidate must have experience in the FMCG or E-commerce industry.

- Career stability is mandatory (no frequent job changes).

- Candidate must hold an MBA degree.

MBA should be from IIT or IIM institutes only, preferably from:

- IIM Ahmedabad

- IIM Kolkata

- IIM Bangalore

Role & Functional Requirements

Candidate should have strong experience primarily in:

- Operations

- Marketing

- Sales

- Currently working in or previously held a Director-level role.

Compensation & Availability

- Current CTC should be - 80 LPA or above.

- Notice period should be 30 days or less (not more than 30 days).

Location

- Job location: Hyderabad

- Candidates open to relocation to Hyderabad can also be considered.