Business Operations Manager

AiSensy • Full-time • Gurugram, IN • 7h ago

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform helping leading brands such as Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco drive revenue through WhatsApp.

Empowering 210,000+ businesses with WhatsApp engagement & marketing
800+ crore WhatsApp messages exchanged annually via the AiSensy platform
Businesses drive 25–80% of their revenue using AiSensy
A mission-driven, growth-stage startup backed by Marsshot.vc, Bluelotus.vc, and 50+ angel investors

Role summary

We are looking for a BizOps person who ensures our teams run with clear KPIs, clean reporting, tight review cadences, and consistent follow-through. This role is about operational discipline: setting up systems, tracking performance, coordinating cross-team execution, and making sure recurring business routines happen on time, every time.

You will work closely with leaders across Sales, CS, Support, Marketing, Product, Finance and Ops to keep the machine running.

Key Responsibilities

1) KPI tracking, reporting & business reviews

Maintain function-wise KPI dashboards (weekly / monthly) with correct definitions and owners.
Collect weekly updates from teams and publish structured performance reports.
Run recurring review meetings: scheduling, agenda, pre-reads, notes, action items, follow-ups.
Track missed targets / delayed actions and ensure closure with owners.
Identify metric anomalies early (drop in conversions, pipeline, onboarding delays, churn spikes) and escalate to the right owner.

2) Operating cadence & accountability systems

Ensure weekly/monthly rhythms are followed: team reviews, performance check-ins, QBRs (as applicable).
Maintain action trackers, decision logs, meeting notes, and ensure accountability.
Create templates for weekly updates, KPI reports, initiative tracking, and review summaries.

3) Cross-functional coordination (execution support)

Coordinate delivery of initiatives that need multiple teams (Sales ↔ Onboarding ↔ CS ↔ Product ↔ Finance).
Break down work into clear tasks, owners, timelines; track blockers and drive resolution.
Ensure handoffs between teams are documented and followed (SOPs + SLAs).

4) Process & SOP ownership

Document and improve recurring workflows (examples):
Lead handoff, pipeline stages, discount approvals
Onboarding flow, implementation SLAs, escalation rules
Renewals tracking, churn reasons logging
Collections follow-ups, invoicing requests, reconciliation inputs
Create simple SOPs, train stakeholders, and audit adherence.

5) Tool hygiene & operational data quality

Ensure CRM / tracking tools are updated (deal stages, reason codes, timestamps, ownership fields).
Fix reporting hygiene issues: missing fields, inconsistent definitions, wrong tagging.
Work with admins/ops to set up workflows, automations, and standard reports.

6) Ad-hoc operational support

Support leadership with structured data pulls and operational analysis (not heavy strategy):
Funnel conversion tracking
SLA breaches & root causes
Team capacity vs workload tracking
Cohort performance summaries

What success looks like (first 30–60 days)

Weekly KPI reporting runs without chaos; leaders rely on it.
Reviews happen on schedule with pre-reads and action closure rate improves.
Dashboards have clear ownership + consistent definitions across teams.
Top 5 recurring operational issues have SOPs + measurable improvement.
CRM/reporting hygiene improved (clean stages, reason codes, proper tagging).

Requirements

4–7 years experience in operations / business operations / sales ops / program management / revenue operations support.
Strong comfort with numbers and reporting (Google Sheets/Excel; SQL is a plus).
Very strong follow-through and stakeholder management (can get updates, chase closures, unblock).
Good documentation skills: SOPs, templates, clear written updates.
Organized, consistent, and process-driven.

Preferred background

B2B SaaS ops / fast-paced startup ops
Exposure to Sales/CS/Onboarding processes and funnels
Experience running recurring cadences (WBR/MBR/QBR), KPI reporting, and action trackers

Traits we care about