Role Overview :

We are seeking a technology-driven General Manager Operations to lead our service delivery, automation initiatives, and operational performance.

This role requires a strategic operations leader with deep exposure to technology platforms, workflow automation, and digital transformation.

You will be responsible for managing large-scale service delivery teams, driving operational excellence, leveraging tech tools to optimize processes, and ensuring seamless collaboration between Operations and Technology.

This is a high-impact, high-ownership role for professionals who thrive at the intersection of operations and technology in fast-scaling organizations.

Key Responsibilities :

Technology-Enabled Operations :

- Champion adoption of workflow tools, CRMs, ticketing systems, RPA, and automation platforms to optimize processes.

- Collaborate with Product & Tech teams to implement AI/ML-driven solutions for process efficiency.

- Drive digitization of SOPs and ensure technology-first execution across delivery teams.

Operations Leadership :

- Lead and manage day-to-day operations across client-facing delivery teams.

- Ensure adherence to SLAs, TAT, and quality benchmarks.

Performance & Process Excellence :

- Define, track, and improve KPIs using data analytics and dashboards.

- Identify bottlenecks and implement automation-led solutions to scale delivery.

- Standardize workflows, drive continuous improvement, and enhance tech adoption across functions.

Team & Stakeholder Management :

- Manage and coach mid-level managers and team leads; instill a performance-driven culture.

- Act as the bridge between Operations, Technology, and Business teams for end-to-end execution.

Customer-Centric Technology Operations :

- Ensure technology-enabled workflows align with client requirements and quality standards.

- Proactively manage escalations with real-time dashboards and reporting.

Governance & Compliance :

- Ensure compliance with quality, data security, and regulatory requirements.

- Maintain audit-ready documentation through digital tools.

Candidate Profile :

Required Qualifications :

- 7 to 10 years of experience in technology-enabled operations, SaaS, or service delivery environments

- Proven success in managing and scaling teams of 20 - 50+ with a technology-first approach.

- Hands-on experience with workflow automation, CRM, RPA, ticketing, or digital platforms.

- Strong analytical skills with ability to build and interpret data dashboards.

- Excellent stakeholder management and communication skills.

Preferred Qualifications :

- Experience managing P&L or large operational budgets.

- Exposure to solar, energy tech, SaaS, or digital service operations.

- Knowledge of emerging technologies (AI, ML, cloud platforms) for operations optimization.