Operations Manager

Overview

Lead a growing production-focused operations team at CertifyOS, driving speed, quality and efficiency of application processing as volume scales.

What you'll do

• Build and manage a team responsible for daily and weekly targets, improving application processing performance as volume grows.
• Own growth paths and success of the analysts and specialists reporting to you, focusing on individual and team metrics.
• Evolve team structure, build dashboards, drive operational excellence and optimize work distribution across a large team.
• Improve speed, quality and efficiency of application processing as volume scales.
• Intake new requirements, assess options and build robust, scalable workflows quickly.
• Partner with Product, Engineering and Data teams to launch and operationalize new systems and features on the CertifyOS platform.
• Monitor existing key business metrics to identify trends and risk areas, and create new metrics that move the business forward.
• Be accountable for operational performance, client outcomes, budgets and ongoing improvement.
• Build and manage cross-functional execution plans with transformation, support, customer success, compliance and leadership.
• Monitor operational metrics, identify gaps and lead rapid solutions to issues that arise.
• Build trusted, long-term relationships with customers that reinforce trust and growth.

What you'll need

• 8+ years of people-management experience.
• Incredible coaching skills and experience managing a large, production-focused team.
• Laser focus on creating the most efficient processes and driving operational improvements with your team.
• A desire to get deep in the weeds to understand how processes function and how they connect to key company metrics.
• An ability to get hands-on and build, being tactical in the short term and strategic in the long term.
• Extremely organized, with experience building or implementing systems to maintain and enable access to highly specific and technical information.
• Ability to solve problems by understanding root cause and devising solutions that work under predicted future complexity and growth.
• A strong track record of juggling multiple initiatives and prioritizing the most important things.
• Strong analytical skills; expected to be an Excel / Google Sheets maestro.

Nice to have

• Experience at the intersection of operations and technology.
• Previous experience with automation adoption, process migrations and transitions, or strategy consulting.
• Experience in a fast-paced operations environment, likely in a venture-backed company.
• SQL mastery.
• Ability to become fluent in BI tools like Looker.

Details

• Location: Bengaluru, India.