Head of Operations

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 100,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.

• 400+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
• Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more
• Businesses drive 25–80% of revenues using AiSensy
• Backed by , & 50+ Angel Investors

The Opportunity

• Work with a dynamic, fast-growing team obsessed with customer happiness.
• Gain hands-on experience in building and optimising support systems and processes.
• Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.
• Be part of a mission-driven startup shaping the future of WhatsApp-led engagement

Responsibilities

• Own End-to-End Customer Onboarding: Build and lead the entire onboarding journey for daily signups - from WhatsApp Business API procurement and Business/ KYC verification to successful account activation.
• Process Design & SOPs: Create, document, and continually optimise Standard Operating Procedures (SOPs) to ensure 100% coverage of new signups with minimal manual intervention and maximum speed.
• Scale & Team Leadership: Hire, train, and manage a high-performing onboarding, trust & safety team. Define KPIs, monitor outputs, and ensure the team meets aggressive onboarding and resolution targets.
• Trust & Safety & Compliance: Oversee KYC/business verifications and implement strong trust-and-safety protocols to prevent fraud and ensure compliance with Meta's policies and Indian regulatory norms.
• Incident Management (Restrictions & Disablements): Establish robust processes for quickly raising and resolving Meta restrictions or account blocks. Develop robust escalation frameworks and effective ticketing processes to minimise customer downtime.
• Cross-functional & Stakeholder Management: Work closely with Product, Engineering, Customer Success, and Business Development to ensure seamless hand-offs and to feed onboarding insights back into product improvements.
• Automation & Tooling: Identify opportunities to automate repetitive tasks and collaborate with tech teams to build internal tools, dashboards, and integrations to improve speed and accuracy.
• Goal-Driven Execution: Set and track measurable goals such as onboarding completion rate, average onboarding time, and restriction-resolution SLAs.

Qualifications

• Experience: 8–12 years of experience in Operations/Customer Onboarding/Process Excellence in SaaS, Fintech, or other high-scale tech companies.
• Proven Leadership: Strong track record of leading large operations teams (50+ members) and scaling processes to handle thousands of daily transactions/signups.
• Process Excellence: Expertise in designing SOPs, trust & safety processes, and compliance frameworks; Lean Six Sigma/Process Automation exposure is a plus.
• Crisis Management: Hands-on experience with high-stakes incident management (e.g., account restrictions/disablements) and escalation to external partners.
• Analytical & Goal-Oriented: Ability to translate business goals into measurable operational KPIs and to drive continuous improvement through data.
• Stakeholder & Vendor Management: Skilled at working cross-functionally and managing external dependencies (e.g., Meta support teams).
• Tech & Automation Mindset: Comfortable working with SaaS tools, CRMs, and automation platforms; able to collaborate with product/engineering teams.
• Communication & Culture: Excellent written and verbal communication, and the ability to instil a customer-first, high-output culture.
• Location: Open to work full-time from AiSensy's Gurugram office.

Why Join Us?

• Be part of a
  supportive and innovative environment
  that values growth.
• Opportunity to lead impactful projects and shape customer experiences in a
  scaling organisation
  .
• Directly contribute to the success of brands, generating a large share of revenues via AiSensy.
• Grow your career in a company where
  customer satisfaction is the top priority