Assistant Manager/Manager – Operations

Job Summary

We are seeking a proactive and detail-oriented Assistant Manager/Manager – Operations to oversee day-to-day operational activities, ensure excellent customer service delivery, manage support functions, conduct customer demonstrations, and drive process improvements through data-driven decision-making. The ideal candidate should possess strong operational management skills, customer-centric thinking, and the ability to analyze data to identify trends, improve efficiency, and support business growth.

Key Responsibilities

Operations Management

• Manage and monitor daily operational activities to ensure smooth service delivery.
• Track operational KPIs and ensure adherence to defined SLAs and quality standards.
• Identify process gaps and implement continuous improvement initiatives.
• Coordinate with internal teams and external stakeholders to resolve operational issues efficiently.
• Develop and maintain operational SOPs, workflows, and documentation.

Client Service & Support

• Act as the primary point of contact for client escalations and critical issues.
• Ensure timely resolution of client queries, complaints, and service requests.
• Monitor client satisfaction levels and implement measures to enhance client experience.
• Collaborate with technical and support teams to drive issue resolution and service excellence.
• Prepare and present periodic service review reports to clients and management.

Product Demonstrations & Client Engagement

• Conduct product demonstrations, solution walkthroughs, and onboarding sessions for prospective and existing clients.
• Understand client requirements and effectively communicate product capabilities and benefits.
• Support the sales and business development teams during client presentations and proof-of-concept activities.
• Gather client feedback and coordinate with relevant teams for product and service enhancements.

Data Analysis & Reporting

• Analyze operational and client data to identify trends, bottlenecks, and improvement opportunities.
• Develop dashboards, MIS reports, and performance metrics using Excel and other reporting tools.
• Generate actionable insights to improve operational efficiency and client satisfaction.
• Monitor key business metrics and provide recommendations for process optimization.
• Support management with data-driven decision-making and forecasting.

Team Coordination

• Coordinate with cross-functional teams including Operations, Client Success, Product, Technology, and Sales.
• Support training and mentoring of team members where applicable.
• Drive accountability and ownership across operational processes.

Required Qualifications:

• 3–5 years of experience in Operations Management, Client Support, Client Service, or Service Delivery. (B.Tech is mandatory)
• Experience in managing client interactions, escalations, and operational processes.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong stakeholder management and presentation skills.

Preferred Skills

• Advanced proficiency in Microsoft Excel and familiarity with SQL.
• Experience with CRM, Ticketing, or Helpdesk platforms.
• Understanding of AI-driven workflows, prompt engineering, and practical applications of AI in operations, customer service, and business process management will be an added advantage.