Senior Operations Manager

Location: India

Shift: Night Shift (US Support Hours)

Reporting To: Head of Paymode Customer Support (US)

Role Overview

We are looking for a Senior Operations Manager to serve as the senior onsite leader for our Indiabased Paymode and Nexus customer support teams operating in USaligned hours. This role is responsible for ensuring operational excellence, service consistency, highquality training, workforce readiness, and strong coordination with crossfunctional partners.

The role works in close partnership with US leadership and Indiabased Team Managers (dottedline) to drive disciplined execution, cultural alignment, and a strong onfloor leadership presence. The ideal candidate brings deep contactcenter operations expertise, handson leadership, and the ability to create structure, clarity, and consistent delivery across teams.

Key Responsibilities

Operations & OnFloor Leadership

• Act as the senior onsite operations leader during US support hours
• Maintain strong onfloor presence to support agents, managers, and realtime operations
• Ensure consistent execution of operational standards, communication routines, and performance expectations
• Manage and resolve operational escalations in a timely and effective manner

People Leadership & Collaboration

• Partner with Team Managers to reinforce coaching, daily routines, and team engagement
• Support hiring through interview panels for agents, team leads, QA, SMEs, and trainers
• Promote a culture of professionalism, collaboration, accountability, and continuous improvement

Training & Quality Excellence

• Oversee endtoend training programs including onboarding, nesting, continuous learning, and skills verification
• Ensure training content and delivery align with current product, process, and policy standards
• Own the Quality Assurance program including monitoring, calibration, coaching alignment, insights, and reporting
• Use QA insights to drive targeted coaching, knowledge improvements, and performance uplift

Workforce Management & Capacity Planning

• Own workforce management activities including forecasting, staffing, scheduling, PTO planning, and realtime queue management
• Partner with leadership on capacity planning and staffing readiness for Paymode and Nexus operations
• Manage and develop WFM and QA resources to build scalable capabilities

CrossFunctional Coordination

• Serve as the primary onsite point of contact for Facilities, IT, Transportation, and People teams
• Ensure site readiness, seating plans, floor setup, tools availability, and infrastructure support
• Drive timely communication, tracking, and closure of operational issues

Engagement & Recognition

• Design and run recognition, gamification, and engagement programs for Indiabased teams
• Reinforce transparency around performance, growth opportunities, and development pathways

Required Skills & Qualifications

• Bachelors degree in Business, Operations, IT, or related field (MBA preferred)
• 8+ years of contact center operations experience, including 4+ years in senior leadership roles
• Strong experience in Training, Quality Assurance, and Workforce Management
• Proven ability to manage complex operations and crossfunctional escalations
• Excellent communication, leadership presence, and stakeholder management skills
• Experience with tools such as Salesforce, Power BI, LMS, QA, or WFM platforms
• Ability to work USaligned hours with flexibility for critical business needs