Senior Operations Manager

1 month ago


Chennai, Tamil Nadu, India ADCI MAA 15 SEZ Full time
About the Role

We are seeking a highly skilled and experienced Senior Operations Manager to join our team at ADCI MAA 15 SEZ. As a key member of our organization, you will be responsible for managing a team of approximately 20 associates supporting tasks related to FireTV catalog content.

Key Responsibilities
  • Manage stakeholder communication across different sites on operational milestones, process changes, and escalations.
  • Own program-specific goals around SLA, quality, and productivity.
  • Ensure business processes are well-documented and continuously updated.
  • Identify customer-impacting issues, develop solutions, and implement them with business partners.
  • Collaborate with product and technical teams to build and improve tools and technology to support the process.
  • Define, measure, and present operating metrics to ops leaders and business partners.
  • Manage people performance and support career progression.
  • Participate in hiring and mentoring to create leadership talent pipeline.
Complexity of Work

This role requires a high level of complexity, including:

  • Building a high-performance team to achieve and exceed program goals.
  • Managing multiple processes and achieving program-level goals, despite external dependencies.
  • Ensuring effective utilization of resources to drive high team efficiency.
  • Driving process improvements and meeting operational performance targets.
  • Providing inputs for OPEX reviews.
A Day in the Life

This role offers a challenging and rewarding experience, with a track record of meeting and exceeding high service delivery standards. You will have the opportunity to:

  • Drive process excellence and productivity improvement.
  • Own and build processes with minimal guidance.
  • Understand and enhance metrics to inform decision-making.
  • Independently conduct deep dives to aid problem-solving and identify blockers.
  • Identify continuous process improvement opportunities globally and drive initiatives to reduce SLAs.
  • Work with stakeholders, including program managers and business teams.
Requirements
  • Graduate with 6+ years of experience in operations/program management, with a minimum of 2+ years in managing people.
  • Proficiency in written and verbal English and local language.
  • Relevant experience in performing data analysis.
Preferred Qualifications
  • Degree in business, management, or related field.
  • Operations, program, and account management skills.
  • Passion for movies.
  • Background in web search.


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