AiSens - Head - Operations

About AiSensy AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 100,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp. 400+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy. Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more. Businesses drive 2580% of revenues using AiSensy. Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors. The Opportunity- Work with a dynamic, fast-growing team obsessed with customer happiness.- Gain hands-on experience in building and optimising support systems and processes.- Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.- Be part of a mission-driven startup shaping the future of WhatsApp-led engagement. Responsibilities:- Own End-to-End Customer Onboarding: Build and lead the entire onboarding journey for daily signups from WhatsApp Business API procurement and Business/ KYC verification to successful account activation.- Process Design & SOPs: Create, document, and continually optimise Standard Operating Procedures (SOPs) to ensure 100% coverage of new signups with minimal manual intervention and maximum speed.- Scale & Team Leadership: Hire, train, and manage a high-performing onboarding, trust & safety team.- Define KPIs, monitor outputs, and ensure the team meets aggressive onboarding and resolution targets.- Trust & Safety & Compliance: Oversee KYC/business verifications and implement strong trust-and-safety protocols to prevent fraud and ensure compliance with Metas policies and Indian regulatory norms.- Incident Management (Restrictions & Disablements): Establish robust processes for quickly raising and resolving Meta restrictions or account blocks.- Develop robust escalation frameworks and effective ticketing processes to minimise customer downtime.- Cross-functional & Stakeholder Management: Work closely with Product, Engineering, Customer Success, and Business Development to ensure seamless hand-offs and to feed onboarding insights back into product improvements.- Automation & Tooling: Identify opportunities to automate repetitive tasks and collaborate with tech teams to build internal tools, dashboards, and integrations to improve speed and accuracy. Goal-Driven Execution: Set and track measurable goals such as onboarding completion rate, average onboarding time, and restriction-resolution SLAs. Qualifications:- Experience: 8 - 12 years of experience in Operations/Customer Onboarding/Process Excellence in SaaS, Fintech, or other high-scale tech companies.- Proven Leadership: Strong track record of leading large operations teams (50+ members) and scaling processes to handle thousands of daily transactions/signups.- Process Excellence: Expertise in designing SOPs, trust & safety processes, and compliance frameworks; Lean Six Sigma/Process Automation exposure is a plus.- Crisis Management: Hands-on experience with high-stakes incident management (e.g , account restrictions/disablements) and escalation to external partners.- Analytical & Goal-Oriented: Ability to translate business goals into measurable operational KPIs and to drive continuous improvement through data.- Stakeholder & Vendor Management: Skilled at working cross-functionally and managing external dependencies (e.g , Meta support teams).- Tech & Automation Mindset: Comfortable working with SaaS tools, CRMs, and automation platforms; able to collaborate with product/engineering teams.- Communication & Culture: Excellent written and verbal communication, and the ability to instil a customer-first, high-output culture.- Location: Open to work full-time from AiSensys Gurugram office. Why Join Us? Be part of a supportive and innovative environment that values growth. Opportunity to lead impactful projects and shape customer experiences in a scaling organisation. Directly contribute to the success of brands, generating a large share of revenues via AiSensy. Grow your career in a company where customer satisfaction is the top priority. (ref:iimjobs.com)