Lead - Ops & Strategy

3 weeks ago

Bengaluru, Karnataka, India Wisemonk Full time
Job Description

Job Title: Lead - Ops & Strategy

About Us:

At Wisemonk, we help global companies hire and manage talent in India without the hassle. We serve 500+ clients across 50+ countries handling payroll, compliance, and employee services at scale.

Our mission: make cross-border hiring seamless and world-class.

Role Overview:

Were hiring a Lead Ops & Strategy to build and scale our support and service delivery from the ground up. Youll lead a team, design scalable processes, and bring technology (and AI where possible) into our workflows.

This role is ideal for someone who has led support ops in an early-stage SaaS company and is now ready to step up into a larger mandate combining day-to-day execution with strategy and systems building.

Key Responsibilities:

- Lead Support & Service Teams: Build, coach, and manage associates handling customer queries, payroll, and employee services.
- Drive Customer Experience: Ensure every interaction is fast, empathetic, and accurate.
- Build Systems & Processes: Move away from manual work implement scalable workflows, automation, and playbooks.
- Implement Technology: Own rollout and adoption of SaaS tools, ticketing, knowledge bases, and AI-based support agents.
- Operational Metrics: Track and improve CSAT, SLA adherence, resolution times, and payroll/service accuracy.
- Strategic Ops: Partner with leadership to identify bottlenecks, set priorities, and design systems that hold at 10x scale.

Requirements:

- 24 years of experience in support or operations, with at least some time in an early-stage SaaS company.
- Proven ability to lead teams even small ones and grow them.
- Strong process and systems thinking can design, not just execute.
- Tech-savvy hands-on with SaaS tools, ticketing, and automations.
- Bonus: Experience implementing AI-based support systems/agents.
- High empathy for customers, high ownership of outcomes.
- Ambition to grow into a senior operator/leader as the company scales.

Why Join Us

- Be in-office at our Bengaluru hub, working closely with founders and leadership.
- Early leadership role your systems will define how operations scale.
- Blend execution with strategy own both the trenches and the playbook.
- Grow fast with a global HRTech/EOR startup solving a massive problem.

This is a work-from-office role based at our headquarters in the heart of Bengaluru. Our office is conveniently located at 43, Nehru Nagar Main Road, Seshadripuram, Bengaluru.

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