ImpactGuru - Senior Vice President - Operations
2 weeks ago
Urgent opening for Sr. VP - Operations with Impact Guru.
Job Title: Senior Vice President - Operations
Location: Mumbai, India
Department: Operations
Reports To: Co-Founder
Job Summary:
ImpactGuru.com is seeking a highly experienced and strategic Senior Vice President of Operations to oversee all operational functions, enhance customer service, drive revenue growth, and manage P&L responsibilities. This role will focus on building a high-performing team, optimizing operational processes, and delivering exceptional customer experience. The ideal candidate has extensive experience in large-scale customer service operations, a track record of driving results, and is adept at leading large teams, particularly in outbound and agent management.
Key Responsibilities:
1. Customer Service Operations:
- Develop and implement a comprehensive customer service strategy to enhance the overall customer experience.
- Ensure all customer interactions meet high standards of service quality, responsiveness, and satisfaction.
- Monitor key customer service metrics, including response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Collaborate with cross-functional teams to improve the customer journey, resolve pain points, and implement feedback mechanisms.
2. Operational Excellence:
- Oversee all aspects of daily operations, ensuring efficiency, accuracy, and a smooth workflow across departments.
- Develop and implement process improvements that streamline operations, reduce costs, and improve productivity.
- Ensure robust quality assurance and compliance mechanisms to maintain high standards in service delivery.
- Leverage technology, data analytics, and automation to optimize processes and enable data-driven decision-making.
3. Team Leadership and Development:
- Build, lead, and develop a high-performing operations team, including customer service agents, outbound agents, and team leads.
- Set performance expectations, monitor productivity, and ensure team accountability for achieving objectives.
- Implement training and development programs to build skills and enhance team performance.
- Foster a culture of collaboration, accountability, and continuous improvement within the operations team.
4. Revenue Growth and Cost Management:
- Collaborate with the leadership team to align operational strategies with revenue growth objectives.
- Identify opportunities to optimize revenue streams, improve profitability, and enhance cost-efficiency within the operations function.
- Manage budgets effectively, focusing on reducing operational costs without compromising quality.
- Drive the outbound team to optimize lead generation, conversion rates, and maximize revenue potential.
5. P&L Management:
- Take full ownership of the P&L for the operations division, setting and achieving financial goals.
- Monitor expenses, identify cost-saving initiatives, and implement strategies to improve the bottom line.
- Regularly review financial reports and operational metrics to ensure alignment with budgetary goals.
- Collaborate with finance and executive teams to develop annual budgets, forecasts, and financial strategies for operations.
- Oversee the outbound team, setting KPIs and targets for lead generation, conversion.
6. Outbound and Agent Management:
- Oversee the outbound team, setting KPIs and targets for lead generation, conversion, and customer outreach efforts.
- Manage a large team of agents, ensuring they meet performance standards and follow best practices in customer interactions.
- Design and implement incentives and reward programs for agents to drive motivation, productivity, and retention.
- Utilize workforce management tools to optimize agent scheduling, reduce wait times, and improve service coverage.
7. Stakeholder and Cross-Functional Collaboration:
- Work closely with marketing, product, technology, finance, and HR teams to align operational activities with business objectives.
- Regularly report on operational performance, P&L metrics, customer service outcomes, and strategic initiatives to the executive team.
- Establish strong partnerships with key stakeholders to support growth, innovation, and alignment with ImpactGuru's mission.
Key Performance Indicators (KPIs):
- Customer Service Metrics: CSAT, NPS, First-Call Resolution (FCR), Average Handle Time (AHT)
- Revenue Metrics: Outbound conversion rates, lead-to-conversion ratios, revenue contribution from outbound activities
- Operational Efficiency: Cost-per-contact, operational cost savings, process improvement impact.
- Financial Metrics: P&L management, budget adherence, cost-efficiency ratios
- Team Performance: Agent productivity, team retention, training effectiveness
- Quality and Compliance: Adherence to regulatory standards, quality audit scores, compliance with industry Education: Bachelor's degree in Business Administration, Operations Management, or a related field; an MBA or advanced degree is preferred.
- Minimum 15 years of experience in operations management, with at least 5
Experience:
- Minimum 12 years of experience in operations management, with at least 5 years in a senior leadership role within customer service or a similar operational field.
- Demonstrated success in managing large outbound teams, customer service agents, and driving results in a fast-paced environment.
- Industry Knowledge: Experience in the fintech, healthtech, or e-commerce sectors is a plus.
- Technical Skills: Proficiency in CRM tools, customer service software, workforce management, and data analytics platforms.
- Leadership Skills: Strong ability to lead, inspire, and develop large teams; skilled in setting and achieving ambitious targets.
- Analytical Skills: Expertise in data analysis, operational metrics, and cost management.
- Communication: Excellent communication and interpersonal skills for effective stakeholder engagement at all levels.
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