Business Operations - General Manager - CST Travel

Overview

Lead operational strategy, business analytics, CRM workflows, and AI-driven automation across Paytm's Travel vertical (Flights, Bus, Hotels), bridging operational execution, technology infrastructure, and executive decision-making.

What you'll do

• Architect, automate, and manage MetaQL and Apache Superset dashboards to monitor core operational KPIs, service levels, and business health.
• Perform deep-dive evaluations on the financial impact and ROI of business initiatives, contributing data-driven insights to the Annual Operating Plan (AOP).
• Standardize executive reporting suites, ensuring central-level dataset changes and limitations are governed and reflected across operational dashboards.
• Lead MetaQL enablement across business units to democratize data access and elevate self-serve analytical capabilities.
• Lead end-to-end CRM migration strategies, ensuring zero operational downtime, system parity, and business continuity.
• Identify operational bottlenecks and implement workflow automations to improve turnaround times and reduce manual intervention.
• Establish governance and operational oversight across internal teams and third-party vendor partners to enforce high execution standards.
• Build and scale live CRM reporting mechanisms to bypass data warehouse latency and enable real-time decision-making.
• Design, audit, and optimize complex CRM routing and customer journeys to maximize process efficiency.
• Drive the integration of conversational AI and agentic platforms across customer support and operational workflows.
• Design and fine-tune system prompts, intent mappings, and conversational flows to maximize bot resolution accuracy and customer satisfaction.
• Institutionalize robust maker-checker control frameworks to enforce risk management, compliance, and quality assurance across automated and agent workflows.
• Direct the development and rollout of real-time Agent-Assist (A2) Copilots to accelerate agent query resolution and boost productivity.
• Deploy transient flows and event-triggered automations to enable instant, real-time responses to critical operational triggers.

What you'll need

• Graduate or Post-Graduate degree in Engineering, Data Analytics, Operations Management, or Business Administration.
• 10–14+ years of overall experience with a proven track record in Business Operations, Operational Analytics, or CRM/AI Transformations within fast-paced Tech or E-commerce sectors.
• Hands-on expertise in Superset, MetaQL/SQL, CRM architectures, event-driven workflow automation, and data governance frameworks.
• Demonstrated experience with conversational AI platforms, system prompt engineering, LLM implementation, or Agent-Assist tools in high-volume operations.
• Exceptional leadership skills with a track record of managing cross-functional teams and vendor ecosystems, and presenting executive summaries to senior business leadership.

Nice to have

• MBA.
• Experience in the Travel sector.

Details

• Location: Bengaluru, Karnataka.