Operations Management Specialist

2 days ago

Meerut, Uttar Pradesh, India beBeeBusiness Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title:

We are seeking a detail-oriented Business Process Manager to ensure seamless onboarding of clients, coordinate with telecom operators, and monitor messaging traffic to support operational efficiency and client satisfaction.

This role involves cross-functional collaboration with Sales, Technical, and Partner teams, both domestic and international.

Key Responsibilities:
  • Customer Success:

Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring seamless internal coordination for a smooth customer experience.

Provide support to customers during account configuration, assisting in issue resolution to ensure successful integration and traffic initiation.

Monitor traffic post-onboarding to analyze performance trends and provide early-stage support.

  • Traffic Assurance:

Track monthly traffic targets received from internal stakeholders and break them into weekly and daily targets to ensure monitoring and achievement.

  • Telco Coordination:

Coordinate with telecom operators and connectivity partners for additional capacities and RFPs.

Work closely with telco account managers to follow up and resolve long-pending technical, commercial, or operational issues in a timely manner.

  • Reports & Analytics:

Publish daily performance reports of clients for review, routing deviations.

Monitor traffic from customers, identify and analyze reasons for traffic growth or dip, and highlight with the sales team for corrective action.

Identify potential opportunities and publish them.

  • Collaboration:

Work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.

  • Process Improvement:

Identify opportunities for process improvement and contribute to enhancing the efficiency of the support team.

  • Documentation:

Create and maintain detailed and accurate documentation of SOPs for regular operations.

Requirements:
  • Bachelor's/Master's degree.
  • Hands-on experience/knowledge of CPaaS, A2P SMS, RCS with Routing.
  • Minimum 4+ years of experience in the job offered or in a related role.
  • Knowledge in SQL, advanced Excel, and PowerPoint presentation.
  • Customer Success & Business Operations experience.
  • Able to communicate both technically and non-technically.
  • Exceptional interpersonal, verbal, written communication skills, and good customer handling capabilities.
  • Excellent presentation skills and proficiency at making one-on-one and group presentations.
  • Good understanding of business numbers and sharp analytical and predictive skills.
  • Passionate about working in a fast-paced environment.
  • ITIL-V4 certification related to business operations is a plus.

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