Senior Manager – Operations & Strategy

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Role Overview

Key Responsibilities

• Operational Excellence & Workflow Design
• Streamline and manage daily operations across customer support, partner onboarding, and issue resolution
• Define SOPs, build playbooks, and implement quality controls to ensure consistent service delivery
• Identify process gaps and implement automation and analytics tools to boost efficiency
• Strategy Development & Execution
• Translate business goals into actionable operational plans
• Use data insights to inform decisions, prioritize initiatives, and track operational KPIs
• Align quarterly execution with leadership vision, budget constraints, and team bandwidth
• Partner & Vendor Ecosystem Management
• Manage relationships with a large network of service partners (astrologers, advisors, consultants)
• Build and improve onboarding journeys, training systems, and feedback mechanisms
• Create escalation paths and performance matrices to ensure partner accountability
• Cross-Functional Leadership
• Collaborate with Product, Marketing, Tech, and Customer Experience teams to execute new launches and improve platform stability
• Own cross-functional initiatives like CRM rollout, chatbot workflows, and ticketing automation
• Act as a strategic bridge between operations and senior management
• Risk & Compliance Oversight
• Ensure processes meet internal quality benchmarks and external compliance standards
• Build dashboards and alerts to proactively detect delays, errors, or drop-offs
• Implement contingency plans for high-urgency operational disruptions
  

Qualifications

• Experience: 58 years in Operations, Strategy, or Business Excellence roles in high-growth B2C tech or services companies
• Education: Bachelors in Business/Operations; MBA preferred
• Tools & Skills:
• Proficiency in Google Sheets, Excel, CRM, and dashboards (e.g., Zoho, Salesforce, Power BI)
• Strong analytical acumen and decision-making under pressure
• People-first leadership with the ability to inspire and scale teams
  

What You Bring

• Youre a builder: you love turning ambiguity into structure
• Youre a systems thinker: process-driven but adaptable
• Youre a people enabler: empowering vendors, customers, and teams to succeed
• Youre a strategist with execution muscle: ready to roll up sleeves and ship outcomes
  

Why This Role Matters

• This is not just an ops roleits about building the core delivery engine of a platform that empowers spiritual transformation for millions.
• You'll directly influence platform efficiency, customer satisfaction, partner success, and organizational scalability.
• As the business expands across languages, regions, and verticals, you will be instrumental in designing the backbone of sustainable, scalable operations.