Experience Required
8+ year
Job Description
Purpose of the Function
Responsibilities
The Business Operations Manager will be responsible for the day-to-day business execution of the
People Empowerment Platform – a large-scale digital initiative accessible via mobile app, web portal, call centre, and IVR services. This platform serves multi-million families across India in
13 regional languages, offering products and services such as:
- Job Discovery (Demand & Supply Side)
- Gig & Skilled Worker Discovery (Demand & Supply Side)
- Social Schemes & Government Benefits (Central & State-level schemes)
- News Feeds & Community Engagement
- Survey Participation & Rewards
The role requires strategic leadership, process optimization, partnership management, and operational efficiency to drive user engagement and seamless service delivery. The
Business Operations Manager will work closely with the
Product Owner,
Technical Project Manager including internal departments like Data Research Centre, Research teams, and external vendors to ensure a high-functioning ecosystem.
Internal Interaction With
- Senior Leadership
- Product, Engineering & AI Teams
- Customer Support & Operations Teams
- Growth & Marketing Teams
- Data & Analytics Teams
- Data Research Centre (Call Centre )
External Interaction With
- Vendors & System Integrators
- Strategic Partners & Government Agencies
- NGOs, Local Community Representatives
Education & Experience
- Degree: MBA / master’s in business administration, Operations Management, or a related field
- Experience: Minimum 8+ years of experience in large-scale platform operations, digital service delivery, or government/public sector service execution
- Preferred Certifications: Lean Six Sigma, Agile Operations, Digital Transformation, AI/ML-driven Operations Management
Requirements & Skills
Business Operations & Process Optimization
- Define and manage SOPs for platform-wide service delivery.
Requirements
- Establish best practices for Business Operations, call centre & IVR-based operations to ensure maximum efficiency.
- Work with AI/ML teams to enhance process automation, chatbots, and self-service options.
User Engagement & Service Adoption
- Drive community outreach programs to increase adoption among job seekers, gig workers, and social scheme beneficiaries.
- Monitor platform usage trends and optimize operational strategies accordingly.
Vendor & Partner Management
- Oversee vendor contracts, SLAs, and performance monitoring for outsourced call centre, cloud infrastructure, and platform service providers.
- Collaborate with government agencies and NGOs to onboard relevant schemes and services.
AI & Data-Driven Decision Making
- Utilize platform data to improve service delivery, identify gaps, and enhance user experience.
- Work closely with data science teams to ensure personalization of services based on user profiles.
Financial & Compliance Oversight
- Ensure adherence to government regulations, cybersecurity standards, and data privacy laws.
- Manage budget allocations, cost optimizations, and financial reporting for platform operations.
Crisis & Risk Management
- Develop and implement risk mitigation strategies for operational bottlenecks.
- Establish contingency plans for service disruptions, fraud prevention, and data security breaches.
Roles & Responsibilities
Ensure –
✔ Seamless
multi-channel service delivery (Mobile App, Web, Call Centre, IVR)
✔
AI-powered automation in customer support and operational workflows
✔
Timely resolution of service issues and platform escalations
✔
Vendor adherence to contractual SLAs and KPIs
Carry out –
✔
User onboarding & engagement campaigns for platform growth
✔
Stakeholder coordination (Govt. Agencies, NGOs, Community Leaders)
✔
Periodic audits & compliance checks for process standardization
✔
Operational performance monitoring and improvement initiatives
Contribute –
✔
New revenue streams & monetization opportunities
✔
Scalability strategies for expanding platform services
✔
User-centric innovations based on engagement analytics
Competencies
- Large-Scale Operations Management
- AI-Enabled Process Optimization
- Multi-Language Service Delivery
- Call Centre & IVR Optimization
- Government & Public Sector Collaboration
- Vendor & SLA Management
- User-Centric Engagement Strategies
- Financial Oversight & Cost Optimization
Key Metrics for Success
- User Retention & Platform Adoption Rates
- Service Request Resolution Time
- Operational Efficiency (Call Centre & IVR Performance Metrics)
- Compliance & Data Privacy Adherence
- Vendor SLA Performance & Cost Optimization
- Community Engagement & Scheme Enrolment Growth
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