Operations Manager

About ZapUp

ZapUp is a SaaS automation platform that helps businesses streamline customer communication, marketing, and operations through WhatsApp automation, chatbots, and smart workflow integrations.

We empower D2C brands and SMBs to automate their customer journeys, drive sales, and scale affordably with ease.

ZapUp is part of the ecosystem, a fast-growing group focused on enabling digital transformation through AI-driven solutions.

Role Overview

As the Operations Manager, you will be the central force ensuring smooth coordination, performance, and alignment between the Sales Development and Customer Success teams.

You'll oversee the daily operations, manage team performance, and ensure consistent, high-quality communication and execution across all customer-facing functions.

Your role will combine people management, process optimization, and strategic execution, ensuring ZapUp delivers exceptional customer experiences while achieving its sales and retention targets.

This is a hands-on operational leadership role — ideal for someone who thrives on structure, accountability, and impact.

Key Responsibilities1. Team Leadership & Management

• Supervise and lead the Sales Development Representatives (SDRs) and Customer Success Managers (CSMs) teams.
• Set clear KPIs, performance expectations, and weekly goals for each team.
• Conduct daily standups, weekly reviews, and monthly 1:1s to track performance and challenges.
• Motivate and coach team members to improve communication, sales conversion, and client relationships.
• Step in directly to handle key accounts or complex customer situations when needed.

2. Operational Oversight & Quality Assurance

• Ensure that every client touchpoint — from first contact to ongoing support — reflects ZapUp's quality standards.
• Monitor all outbound and inbound communication (calls, WhatsApp chats, emails, demos) for tone, accuracy, and clarity.
• Implement standard operating procedures (SOPs) for sales outreach, onboarding, customer communication, and follow-ups.
• Review CRM and task management dashboards daily to ensure tasks are executed on time and data is accurate.
• Build and maintain operational reports (pipeline progress, renewals, churn analysis, customer satisfaction).

3. Process Optimization & Execution

• Identify bottlenecks in sales or customer success workflows and streamline them using automation or better coordination.
• Collaborate with the Product and Marketing teams to ensure feedback loops are fast and actionable.
• Ensure onboarding processes, follow-ups, and renewal processes are consistent and automated where possible.
• Create and maintain knowledge base / playbooks for both teams (scripts, email templates, SOPs, FAQs).

4. Performance Tracking & Reporting

• Maintain dashboards for:
• Sales metrics (leads, conversion rates, pipeline)
• Customer success metrics (adoption, renewals, churn)
• Team productivity and response times
• Analyze performance data to identify patterns, underperforming areas, and growth opportunities.
• Prepare weekly performance reports and present actionable insights to leadership.

5. Strategic Collaboration & Growth

• Align closely with the founder/leadership team to translate business goals into operational targets.
• Coordinate with Marketing to ensure consistent lead flow and campaign follow-ups.
• Partner with Product to relay customer feedback and ensure new features are effectively communicated and adopted.
• Build scalable operational systems as ZapUp grows — including hiring, training, and process documentation.

Qualifications / Requirements

• Bachelor's or Master's degree in Business, Operations, or a related field.
• 4–8 years of experience in Sales Operations, Customer Success Operations, or SaaS Operations Management.
• Proven experience leading cross-functional teams (Sales + CSM).
• Strong understanding of SaaS business metrics — MRR, churn, NRR, CAC, LTV, activation rates, etc.
• Excellent written and verbal communication skills — must ensure team communication quality.
• Familiarity with CRM systems (HubSpot, Pipedrive, Zoho, etc.), analytics dashboards, and reporting tools.
• Hands-on experience with task management tools like Notion, Asana, or ClickUp.
• Proactive, structured, and data-driven problem-solver with a bias for execution.

Preferred Skills

• Experience in early-stage SaaS or B2B tech environments.
• Exposure to WhatsApp marketing or automation platforms.
• Ability to design and implement SOPs from scratch.
• Strong understanding of user lifecycle — from lead to conversion to retention.
• Prior experience in managing remote or hybrid teams.

Key Performance Indicators (KPIs)

• Team performance & goal achievement (Sales + CSM).
• Customer onboarding completion rates and adoption metrics.
• Churn rate and customer satisfaction (NPS/CSAT).
• Sales conversion rates and lead response times.
• Operational efficiency and reduction in process delays.
• Accuracy and consistency of CRM data and reporting.

What You'll Get

• Competitive salary + performance-based bonus.
• Opportunity to shape the structure and growth of ZapUp's customer-facing operations.
• Work directly with the founder and leadership team to scale a global SaaS product.
• Clear growth path to Operations Leadership roles.
• Flexible work setup (remote/hybrid) and access to top SaaS tools.
• Fast-paced, learning-rich environment with autonomy and ownership

Job Types: Full-time, Permanent

Pay: ₹20, ₹30,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Team management: 2 years (Required)

Work Location: In person