Backend Process Manager

2 days ago


Mumbai, Maharashtra, India beBeeOperations Full time ₹ 30,00,000 - ₹ 50,00,000
Key Operations Position

This role involves overseeing smooth backend operations and standardizing processes to enable Partner Growth Executives (Key Account Managers) to focus on growth, strategy, and relationship management.

Main Responsibilities:
  • Manage partner queries and operational requests via a ticketing system.
  • Create, categorize, and prioritize tickets to ensure timely resolution.
  • Acknowledge tickets within time and resolve them within defined Service Level Agreements (SLAs).
  • Maintain accurate ticket statuses.
  • Collaborate with Partner Growth Executives (PGEs) by executing recurring and backend operational tasks.
  • Ensure seamless handoff of operational requests and provide timely updates to PGEs and leadership.
  • Monitor SLA adherence, resolution times, closure rates, and ticket quality.
  • Contribute to daily syncs for open/high-priority tickets and weekly reviews for performance analysis and process improvement.
Requirements:
  • 13 years of experience in operations, customer success, or backend support.
  • Strong organizational and documentation skills with attention to detail.
  • Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
  • Tech-savvy with ability to quickly learn and adapt to digital tools comfortable working on admin panels, partner apps, ticketing systems, and internal platforms.
  • Proficiency with ticketing systems, CRM platforms, or workflow management tools.
  • Excellent communication and collaboration skills able to work closely with both internal teams and partners.
  • Process-oriented mindset with a drive to improve efficiency and standardization.

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