Global Operations Director
1 week ago
We are seeking an experienced Operations Manager to lead the day-to-day execution of our Onboarding, Marketing, and Training/Upskilling teams. This role is responsible for owning SLAs, building SOPs, streamlining cross-team handoffs, and driving measurable outcomes (placements, conversion, NPS).
Key Responsibilities:
- Team Leadership & Scheduling: Manage pods across Onboarding, Marketing, Interview Support, and Training; create rosters, capacity plans, and shift coverage.
- Process & SOPs: Design, document, and enforce SOPs for each stage—offer-to-onboard, resume revamps, job submissions, interview coordination, and training completion.
- Pipeline Throughput: Monitor daily dashboards; remove bottlenecks to improve time-to-onboard, submissions/day, interviews scheduled, offer rate, and join rate.
- Training & Upskilling Ops: Coordinate curricula, trainer calendars, candidate cohorts, assessments, and certification tracking; ensure readiness for placements.
- Onboarding Excellence: Ensure accurate documentation, agreements (e.g., e-sign), background checks, and system access; zero-defect records.
- Quality & Compliance: Run QA checks on resumes, submissions, and communications; uphold data privacy and audit-ready records.
- Cross-Functional Coordination: Partner with HR, Finance/Collections, and Sales for smooth handoffs (e.g., invoices, payments, client requirements).
- Automation & Tools: Champion CRM/ATS hygiene, automate routine steps, and standardize reporting.
- Reporting & Reviews: Daily/weekly MIS, root-cause analyses, corrective action plans, and leadership updates.
Requirements:
- 5+ years in operations management within staffing/recruiting, edtech/training, BPO, or services environments; proven people management (15–50 headcount).
- Strong program/project management (roadmaps, SLAs, RAID logs), data-driven decision-making, and obsession with execution.
- Hands-on with CRM/ATS (preferably Salesforce), Google Sheets/Excel (lookups, pivots), and collaboration tools (Slack, Zoom, WhatsApp Business or similar).
- Excellent communication, stakeholder management, conflict resolution, and coaching skills.
- Comfort with night shift and U.S. client alignment; thrives in a fast-paced, target-driven setup.
Nice to Have:
- Salesforce familiarity (Reports, Dashboards; Flows/automation exposure).
- Experience with e-signature and document workflows, and basic finance handoffs (invoices, collections).
- Understanding of U.S. hiring terms & visas (OPT/CPT, H-1B/EAD, W-2/C2C).
- Exposure to training operations (cohort management, assessments, LMS).
- Process improvement frameworks (Lean/Six Sigma mindset).
Success Metrics:
- Reduced time-to-onboard and time-to-first-submission.
- Higher submissions-to-interview and interview-to-offer conversion.
- Improved show-up and join rates.
- On-time SOP compliance and zero critical defects.
- NPS/CSAT improvements from candidates and internal stakeholders.
Location & Work Setup:
- Onsite — Ahmedabad office.
- Night Shift: 7:00 PM – 4:00 AM IST (Mon–Fri).
Why Join Us:
- Lead multi-team operations with clear ownership and impact.
- Work directly with leadership; fast growth path.
- Build scalable systems and playbooks for the next phase of expansion.
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