As Senior Manager – Strategy & Ops, you will lead a high-performing team and build scalable, product-led processes across critical business workflows.

The role requires strong people leadership, structured problem-solving, operational excellence, and the ability to work closely with Product and Tech teams to solve recurring business problems.

What You’ll Do

1. Lead People

Lead, coach, and manage team.
Set clear goals, productivity standards, quality expectations, and ownership.
Conduct regular performance reviews, coaching sessions, and capability-building interventions.
Build a culture of accountability, customer focus, and continuous improvement.
Improve team performance through structured reviews, feedback, and training.

2. Drive Root-Cause Analysis

Analyse recurring delays, errors, escalations, process gaps, and productivity issues.
Identify whether problems originate from people, process, product, technology, or cross-functional dependencies.
Implement corrective and preventive actions instead of relying on repeated firefighting.
Track whether interventions have permanently resolved the underlying issue.
Build structured RCA and problem-solving mechanisms across the team.

3. Build Product-Led Processes

Work closely with Product and Tech teams to simplify, digitise, and scale operational workflows.
Convert operational pain points into clearly defined product requirements.
Build standardised, self-serve, and automated processes.
Lead pilots for new workflows and product features, measure their impact, and scale successful solutions.
Reduce manual effort, errors, and dependency on individual team members.

Additional Responsibilities

Build SOPs, SLAs, dashboards, ownership structures, and review mechanisms.
Track key operational metrics related to productivity, quality, TAT, rework, and escalations.
Resolve cross-functional dependencies with Product, Tech, Sales, KAM, Operations, and Analytics.
Provide leadership with clear insights, risks, and recommended actions.

Experience & Background

2–4 years of experience in strategy and operations, business operations, programme management, customer success, implementation, or process excellence.
Experience managing or mentoring an operations or customer-facing team.
Strong experience in process improvement and root-cause analysis.
Exposure to product-led operations, workflow automation, or process digitisation.
Experience working with Product and Tech teams is preferred.
Startup, e-commerce, marketplace, SaaS, fintech, or consumer-tech experience is preferred.

Skills & Mindset

People Leadership
Root-Cause Analysis
Product and Process Thinking
Operational Excellence
Analytical Decision-Making
Cross-Functional Collaboration
Ownership and Execution

What Success Looks Like

Team productivity, capability, and accountability improve.
Recurring operational problems are permanently resolved through structured RCA.
Manual and fragmented workflows are converted into scalable product-led processes.
Operational TAT, quality, and service levels improve.
The function scales efficiently without a proportionate increase in headcount.

Who Should Apply:

Experience in Business Operations, Strategy, Consulting, Founder’s Office, or Operations Excellence roles.
Proven experience in leading and managing high-performing teams while driving accountability, performance, and execution.
Strong expertise in conducting Root Cause Analysis (RCA) and solving complex operational challenges using a structured, data-driven approach.
Experience in designing and implementing product-led operational processes that improve efficiency, scalability, and customer experience.
Ability to collaborate across Product, Engineering, Business, and Operations teams to drive process improvements and strategic initiatives.
High-ownership individuals who thrive in fast-paced startup environments and enjoy solving ambiguous business problems.
Strong analytical and communication skills with the ability to influence stakeholders and drive execution.
Preferred candidates from Tier-1 institutes or high-growth startups with a track record of building scalable operational processes.

Senior Manager - Strategy & Ops