Manager, Support and Business Operations
📍 Location: Bengaluru, Karnataka, India (Hybrid)
🏢 Industry: Personal Care Product Manufacturing
💼 Work Setting: Hybrid
An experienced operations leader is sought to oversee support functions and business operations while driving efficiency, service excellence, and continuous improvement. This role combines technical expertise, operational leadership, and strategic planning to enhance customer experience, optimize workflows, and deliver measurable business outcomes.
Key Responsibilities
Team Leadership
- Lead, mentor, and develop support and operations teams.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Guide technical teams and oversee operational initiatives.
Operational Management
- Manage day-to-day support operations and ensure effective issue resolution.
- Develop and improve operational processes, workflows, and service delivery models.
- Drive process optimization initiatives to improve efficiency and performance.
Performance & Service Management
- Establish, monitor, and report on service-level agreements (SLAs).
- Define and track key performance indicators (KPIs) related to operational effectiveness and service quality.
- Analyze operational metrics and trends to identify improvement opportunities.
Strategic Planning
- Partner with leadership teams to align operational priorities with business objectives.
- Identify opportunities for automation, innovation, and process enhancement.
- Support long-term operational planning and scalability initiatives.
Cross-Functional Collaboration
- Collaborate with business, product, sales, marketing, and technology teams to support organizational goals.
- Serve as a key point of coordination between support operations and other departments.
- Facilitate effective communication and issue resolution across functions.
Customer-Focused Operations
- Promote a customer-centric approach to decision-making and service delivery.
- Build strong relationships with stakeholders to understand business needs and expectations.
- Use feedback and operational insights to improve overall service quality.
Training & Development
- Develop and implement training programs to strengthen team capabilities.
- Encourage adoption of industry best practices and emerging technologies.
- Support ongoing professional growth and knowledge sharing within the team.
Required Qualifications
Education
- Bachelor's degree in Business Administration, Operations Management, Information Technology, Computer Science, or a related field.
- Advanced degree preferred.
Experience
- 10+ years of experience in support operations, business operations, or technical operations management.
- Proven success leading teams and driving operational improvements.
- Experience managing service delivery and support functions.
Technical Skills
Required
- Strong SQL expertise.
- Experience with reporting and analytics tools.
- Exposure to front-end application technologies, preferably within .NET environments.
- Understanding of modern front-end frameworks such as React, TypeScript, or similar technologies.
- Experience with API development using .NET, Node.js, or Python.
- Knowledge of REST APIs, microservices architecture, and system design.
- Demonstrated experience leading technical projects or teams.
- Strong analytical, problem-solving, and decision-making abilities.
Preferred
- Exposure to machine learning and AI-driven solutions.
- Understanding of data science concepts and analytics.
- Experience with cloud technologies and platforms.
- Ability to work with cross-functional teams to implement data-driven solutions.
- Knowledge of supply chain processes is a plus.
Core Competencies
- Operational Excellence
- Team Leadership & Development
- Strategic Planning
- Stakeholder Management
- Process Improvement
- Data-Driven Decision Making
- Customer-Centric Mindset
- Project & Program Management
- Communication & Collaboration
- Technical Problem Solving
