Business Operations Manager (Customer Service)

Lytegen • Full-time • Sahibzada Ajit Singh Nagar, IN • 4m ago

The Operations Manager plays a mission-critical role in Company's growth and execution. This position is responsible for building, owning, and scaling all sales and operations processes end-to-end. The goal of this role is to create a system so strong and well-documented that the business continues to run smoothly even in the manager's absence.

This is a hands-on leadership role, not a reporting-only or coordination position. The ideal candidate is a builder, operator, and people leader who thrives in fast-paced environments, loves structure, and obsesses over data, KPIs, and execution quality.

This role acts as the single point of accountability between sales, proposal design, call center, and operations teams, ensuring zero confusion, zero leakage, and consistent performance.

Key Responsibilities

Process Ownership & System Building

Design, implement, document, and continuously improve all sales and operations workflows
Build clear SOPs for every function, including calls, proposals, handoffs, escalations, QA, and reporting
Ensure processes are scalable, repeatable, and enforced consistently across teams

Sales ↔ Operations Alignment

Own the sales-to-operations handoff process and eliminate delays, miscommunication, and errors
Act as the bridge between sales teams, proposal designers, and operations
Ensure sales teams provide complete, accurate information before deals move forward

KPI, Analytics & Reporting

Define, track, and manage all sales and operations KPIs
Build and maintain dashboards for daily, weekly, and monthly performance tracking
Run weekly performance reviews and enforce accountability across teams
Identify bottlenecks, trends, and performance gaps using data and take corrective action

Call Center, QA & Compliance Oversight

Own call workflows, recordings, QA processes, and feedback loops
Monitor call quality, scripts, adherence, and coaching effectiveness
Ensure teams meet US customer communication standards and compliance expectations

Proposal, Design & Execution Oversight

Oversee proposal design workflows to ensure speed, accuracy, and quality
Ensure proposal designers follow SOPs, meet turnaround times, and maintain technical accuracy
Review errors, rework trends, and root causes to reduce repeat issues

People Management & Leadership

Hire, train, coach, and performance-manage sales ops, proposal, and support teams
Set clear expectations, goals, and accountability standards
Address underperformance quickly and professionally
Build a culture of ownership, urgency, and continuous improvement

Tools, CRM & Tech Stack Ownership

Own CRM, dialer, proposal platforms, and reporting tools
Ensure clean data, correct permissions, structured workflows, and adoption across teams
Work with leadership to evaluate and implement new tools when needed

Escalation & Issue Resolution

Proactively identify operational risks and resolve issues before leadership involvement
Handle escalations related to sales, proposals, customer communication, or internal breakdowns
Ensure smooth daily operations with minimal dependency on founders or senior leadership

Requirements

Experience

5+ years of experience in Sales Operations, Business Operations, or Operations Management
Proven experience working with US customers or US-based sales teams
Experience managing call centers, proposal teams, or sales support functions
Prior experience building processes from scratch is highly preferred

Skills & Capabilities