Sr. Manager – US Operation

• Job Title:
  Sr. Manager – US Operations
• Experience:
  years, with 6+ years in a leadership role.
• Job Type:
  Permanent
• Job location:
  Pune (Magarpatta City)
• Shift:
  Should be flexible with day and night shifts
• Notice Period:
  up to 30 days

About the Role

We are looking for an experienced and dynamic 
Sr. Manager – US Operations
 to lead and optimise our US operations, ensuring excellent service delivery, operational efficiency, and client satisfaction. This role requires hands-on leadership and the ability to work closely with cross-functional teams to drive business growth and operational excellence. This position requires full-time, on-site presence in the office to maintain close coordination with teams and stakeholders.

Key Responsibilities

• Operational Leadership:
  Oversee daily operations of US-based projects, ensuring targets, SLAs, and KPIs are consistently met or exceeded.
• Team Management:
   Lead, mentor, and develop a high-performing team including Operations Managers, Team Leads, and support staff.
• Client Management:
   Act as the primary point of contact for key US clients, managing expectations, resolving escalations, and ensuring client satisfaction.
• Process Optimisation:
   Identify operational bottlenecks and implement process improvements using data-driven insights to enhance efficiency, quality, and customer experience.
• Operations Excellence:
  Data-driven analysis of processes, people & technology by deep diving into data for meaningful insights and identification of gaps.
• Strategic Planning:
   Collaborate with senior leadership to develop operational strategies that support company goals and growth plans.
• Reporting and Analytics:
   Monitor key metrics, prepare detailed operational reports, and present findings and action plans to senior management.
• Compliance and Quality:
   Ensure operations comply with company policies, contractual obligations, and industry regulations.
• Resource Planning:
   Manage workforce planning, scheduling, and budgeting to meet dynamic business needs and optimise resource utilisation.
• Change Management:
   Lead and support change initiatives, technology rollouts, and process automation projects.
• Risk Management:
   Identify operational risks and implement mitigation strategies to minimise business disruption.

Required Qualifications

• Bachelor's degree in business administration, Operations Management, or related field (MBA preferred).
• Minimum 10 years of experience in operations management, preferably within
  US-based BPO
  and customer service environments.
• At least
  6 years in a senior leadership role
  managing cross-functional teams.
• Strong understanding of
  US business culture, labour laws,
  and
  customer service expectations
  .
• Strong background in
  data analysis
  and
  data visualisation
  .
• Proven ability to manage large-scale operations and multi-site teams.
• Excellent problem-solving, decision-making, and analytical skills.
• Exceptional communication and interpersonal skills to manage internal teams and client relationships effectively.
• Proficient with
  operational tools
  and software (e.g.,
  workforce management systems, CRM, reporting tools
  ).
• Experience with process improvement methodologies such as
  Lean, Six Sigma
  is a plus.
• Ability to work in a fast-paced, dynamic environment with changing priorities.

Preferred Skills

• Experience in managing
  US time-zone operations
  (overlapping working hours or night shifts).
• Strong
  negotiation
  and
  conflict resolution
  abilities.
• Budgeting
  and financial management skills.
• Ability to foster a positive and motivating work environment.
• Data-driven mindset with experience in KPIs and dashboards.

Interested candidates can share their resume