Project Manager - Operations

Overview

Support the CEO of a global technical support and managed services company by owning workstreams across workforce planning, client account management, operational performance and data analytics, with the expectation of running a function, account or P&L within two to three years.

What you'll do

• Build and maintain rolling demand forecasts by account, skill, language and time zone, translating client volume signals into hiring and gig activation plans.
• Model the permanent versus gig mix for each engagement, including cost, utilisation, quality and risk trade-offs.
• Track shrinkage, attrition, ramp time and time to productivity, and flag capacity risk before it becomes a delivery miss.
• Partner with recruitment and operations on pipeline health, funnel conversion, onboarding throughput and certification readiness.
• Support workforce compliance topics where they intersect with planning: worker classification, regional labour requirements and client mandated controls.
• Act as an analytical and programme partner to account leadership on key accounts, starting with the largest.
• Prepare QBR and MBR content: performance narratives, root cause analysis, improvement commitments and growth proposals.
• Maintain a single view of contractual obligations, SLAs, service credits and commitments made across accounts.
• Support responses to client questionnaires, audits, RFPs and compliance requests covering business continuity, security, delivery governance and workforce policy.
• Identify expansion opportunities inside existing accounts, size them, and build the internal case to pursue them.
• Own the operating rhythm: weekly and monthly performance reviews, pre-reads, agendas, actions and follow through.
• Define and protect the metric set (CSAT, resolution rate, AHT, backlog ageing, utilisation, quality scores, cost per contact) and keep definitions consistent across teams.
• Run structured problem solving on underperforming queues or accounts: hypothesis, data, root cause, intervention, measurement.
• Drive standardisation of SOPs and process documentation across operations teams.
• Build early warning mechanisms so misses surface in week one rather than at month end.
• Turn operational data into decisions through dashboards, cohort analysis, capacity models and unit economics.
• Work across client side reporting systems, Power Platform and Dataverse applications, and spreadsheets.
• Improve data hygiene and pipeline reliability so leadership works from one version of the truth.
• Build the analysis behind pricing, staffing, hiring and investment decisions, presented so the CEO can act on it quickly.
• Run cross-functional initiatives end to end: scope, plan, stakeholder map, risks, milestones and closure.
• Manage new client and new service line launches, from readiness checklist through to steady state handover.
• Keep parallel workstreams visible and honest, including uncomfortable status updates.

What you'll need

• MBA from a premier institute (IIM A, B, C, L, K, I, ISB, XLRI, FMS, SPJIMR, MDI or equivalent), any specialisation.
• Minimum 5 years of full time work experience before the MBA.
• Operations experience of any kind: BPO or ITES, technical support, supply chain, manufacturing, logistics, banking operations, healthcare operations, e-commerce fulfilment or field operations.
• Genuine comfort with data: advanced Excel, SQL or equivalent, and the instinct to verify a number before repeating it.
• Demonstrated project ownership with real stakeholders and real deadlines.
• Written and verbal communication that holds up in front of a client executive.

Nice to have

• Exposure to Power BI, Power Platform, Dataverse or comparable tools.
• Experience in a services business operating under client SLAs.
• Familiarity with distributed, remote or contingent workforce models.
• Python or R for analysis.
• Lean, Six Sigma, PMP or Prince2 certification.

Details

• Location: Gurgaon, India; hybrid, with a predominantly remote wider workforce.
• Reports to the Chief Executive Officer.
• Full time, permanent.