Operations and Strategic Lead

1 day ago

Bengaluru, Karnataka, India beBeeStrategy Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Lead - Operations & Strategy Specialist

We are seeking an experienced Lead - Operations & Strategy specialist to build and scale our support and service delivery from the ground up. This role is ideal for someone who has led support operations 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.

About the Role

This is a leadership position that requires strong process and systems thinking, as well as hands-on experience with SaaS tools and automation. The successful candidate will be responsible for building, coaching, and managing a team of associates handling customer queries, payroll, and employee services. They will also drive customer experience by ensuring every interaction is fast, empathetic, and accurate.

  • 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.

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