Manager- Business Operations ( AI Services)

Meesho • Full-time • Bengaluru, Karnataka, India • 4d ago

As a Customer Care Operations Manager, you will be responsible for expanding, optimizing, and managing our global BPO network. Your focus will be on: Identifying and onboarding top-tier BPO partners; Ensuring performance excellence through data-driven management and driving cost efficiencies; and Implementing new tools to minimize manual processes and improve operational agility

What will you do

- 1. BPO Performance & Performance Optimization
- Own end-to-end performance management of BPO partners.
- Troubleshooting on-ground issues in coordination with relevant stakeholders (IT, Telephony)
- Track KPIs (CSAT, AHT, FCR, cost per contact) to drive continuous improvement.
- Leverage AI-powered analytics to enhance agent productivity and reduce inefficiencies.
2. Expansion & Due Diligence
Identify and assess new BPO partners to scale customer care operations.
Conduct operational, compliance, and IT due diligence before onboarding.
Negotiate high-performance SLAs that optimize cost, efficiency, and CX quality.
Seamlessly integrate BPOs into our AI-powered support ecosystem.

3. Workforce Efficiency Process

Optimize staffing models with AI-driven forecasting to balance demand and cost.

Ensure strict adherence to staffing schedules to meet SLAs and avoid coverage gaps.

Implement real-time monitoring tools to track workforce availability.

4. Automation & Process Optimization

Identify manual, repetitive tasks and introduce AI-powered tools for efficiency.

Work cross-functionally to streamline workflows and minimize human intervention.

What we need

- AI & Automation Mindset – Familiarity with AI-powered customer care tools and automation frameworks;
- Data-Driven Decision Making – Ability to analyze trends, forecast demand, and drive improvements;
- Operational Rigor – Strong focus on roster adherence, staffing models, and workforce planning; and
- Stakeholder & Vendor Management – Skilled in negotiating contracts and maintaining high-performance partnerships.
- 2+ Years of Experience in Operations and Vendor Management