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:
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)
