Lead - Operations & Strategy

16 hours ago

bangalore, India Wisemonk Full time

Job Title: Lead - Ops & Strategy About Us: At Wisemonk, we help global companies hire and manage talent in India without the hassle. We serve 500+ clients across 50+ countries — handling payroll, compliance, and employee services at scale. Our mission: make cross-border hiring seamless and world-class. Role Overview: We’re hiring a Lead – Ops & Strategy to build and scale our support and service delivery from the ground up. You’ll lead a team, design scalable processes, and bring technology (and AI where possible) into our workflows. This role is ideal for someone who has led support ops 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. 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: 3–4 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. This is a work-from-office role based at our headquarters in the heart of Bengaluru. Our office is conveniently located at 43, Nehru Nagar Main Road, Seshadripuram, Bengaluru.

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