Wattmonk Technologies

4 weeks ago

Gurugram, India Wattmonk Technologies Pvt. Ltd. Full time

Role Overview :We are seeking a technology-driven General Manager Operations to lead our service delivery, automation initiatives, and operational performance. This role requires a strategic operations leader with deep exposure to technology platforms, workflow automation, and digital transformation. You will be responsible for managing large-scale service delivery teams, driving operational excellence, leveraging tech tools to optimize processes, and ensuring seamless collaboration between Operations and Technology.This is a high-impact, high-ownership role for professionals who thrive at the intersection of operations and technology in fast-scaling organizations.Key Responsibilities :Technology-Enabled Operations :- Champion adoption of workflow tools, CRMs, ticketing systems, RPA, and automation platforms to optimize processes.- Collaborate with Product & Tech teams to implement AI/ML-driven solutions for process efficiency.- Drive digitization of SOPs and ensure technology-first execution across delivery teams.Operations Leadership :- Lead and manage day-to-day operations across client-facing delivery teams.- Ensure adherence to SLAs, TAT, and quality benchmarks.Performance & Process Excellence : - Define, track, and improve KPIs using data analytics and dashboards.- Identify bottlenecks and implement automation-led solutions to scale delivery.- Standardize workflows, drive continuous improvement, and enhance tech adoption across functions.Team & Stakeholder Management :- Manage and coach mid-level managers and team leads; instill a performance-driven culture.- Act as the bridge between Operations, Technology, and Business teams for end-to-end execution.Customer-Centric Technology Operations :- Ensure technology-enabled workflows align with client requirements and quality standards.- Proactively manage escalations with real-time dashboards and reporting.Governance & Compliance :- Ensure compliance with quality, data security, and regulatory requirements.- Maintain audit-ready documentation through digital tools.Candidate Profile :Required Qualifications :- 7 to 10 years of experience in technology-enabled operations, SaaS, or service delivery environments- Proven success in managing and scaling teams of 20 - 50+ with a technology-first approach.- Hands-on experience with workflow automation, CRM, RPA, ticketing, or digital platforms.- Strong analytical skills with ability to build and interpret data dashboards.- Excellent stakeholder management and communication skills.Preferred Qualifications :- Experience managing P&L or large operational budgets.- Exposure to solar, energy tech, SaaS, or digital service operations.- Knowledge of emerging technologies (AI, ML, cloud platforms) for operations optimization. (ref:hirist.tech)

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