Senior Manager - Strategy & Ops

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 Do2. Drive Root-Cause Analysis3. Build Product-Led ProcessesAdditional ResponsibilitiesExperience & BackgroundSkills & MindsetWhat Success Looks Like

Who Should Apply:

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