We are seeking an experienced, strategic, and execution-focused
Operations Manager
to lead multi-vertical operations across
EdTech, US IT Staffing, Corporate IT, and Software Development environments
.
This role demands strong expertise in delivery governance, process optimization, client management, data-driven decision making, and multi-team leadership.
The ideal candidate excels in cross-functional operations, resource planning, performance management, financial oversight, and transformation initiatives.
Drive operations across EdTech, US IT Staffing, Corporate IT service delivery, and Software Development teams.
Align operational strategies with business goals, client expectations, academic cycles, and staffing timelines.
Build scalable operating models, improve process maturity, and support organizational growth initiatives.
Lead automation, digital transformation, and workflow modernization programs.
2. Delivery & Performance Management
Ensure 98%+ SLA adherence across all projects and delivery streams.
Oversee software development sprint tracking, QA coordination, backlog grooming, and release planning.
Manage EdTech delivery including tutoring operations, instructor scheduling, learner support, content workflows, and academic SLAs.
Supervise US staffing delivery: sourcing, screening, submission quality, interview coordination, onboarding, compliance, VMS management.
Monitor TAT, productivity, quality, client expectations, and reduce defects across service lines.
3. Client & Stakeholder Management
Function as the primary escalation point for EdTech partners, universities, corporate clients, and US staffing customers.
Conduct governance meetings, QBRs, performance reviews, and continuous feedback loops.
Maintain CSAT above 4.5/5 through proactive communication and issue resolution.
Work closely with technology teams, HR, finance, delivery leadership, and vendor partners.
4. Software Development Oversight
Manage end-to-end development operations including sprint planning, resource allocation, release management, and delivery tracking.
Coordinate with developers, QA teams, UI/UX teams, and project managers for seamless execution.
Ensure compliance with secure coding standards, DevOps practices, and documentation requirements.
5. Data Analytics & Reporting Operations
Lead a Data Analyst team responsible for reporting, dashboards, MIS, trend analysis, forecasting, and operational insights.
Build automated reporting systems, improve data accuracy, and enhance decision-making visibility.
Leverage Power BI/Tableau/Excel dashboards to monitor KPIs across all service lines.
6. HR, Accounts & Compliance Operations
Oversee HR operational alignment: hiring coordination, payroll inputs, attendance governance, performance reporting, and onboarding workflows.
Collaborate with Accounts teams on invoicing, billing accuracy, financial tracking, and cost management.
Ensure 100% compliance with audit, policy standards, documentation, and internal controls.
Own P&L performance for assigned projects.
Improve margins through optimized staffing, reduced leakage, and productivity programs.
Ensure 100% on-time invoicing, revenue assurance, and cost accountability.
Track budgets, forecast operational needs, and control expenses.
8. Workforce Management & Team Leadership
Lead cross-functional teams including tutors, recruiters, developers, designers, analysts, and operations staff.
Drive workforce planning, hiring coordination, WFM alignment, and resource optimization.
Run performance improvement programs, training cycles, skill development, and leadership grooming.
Maintain team motivation, retention, and a culture of collaboration.
9. Process Excellence, SOP Development & Risk Management
Create and maintain SOPs, workflows, and delivery playbooks for all verticals.
Run continuous improvement initiatives using Lean/Six Sigma principles.
Conduct RCA for operational issues and deploy corrective/preventive actions.
Maintain business continuity plans and ensure zero disruption in mission-critical operations.
10. Innovation, Automation & Transformation
Identify gaps in delivery processes and implement automation tools.
Lead AI-assisted workflow modernization and digital adoption programs.
Achieve annual efficiency improvements of 15-20% through innovation-driven changes.
Proven ability to lead diverse and large teams across multiple service lines.
Strong coaching, mentoring, and stakeholder management capabilities.
Technical & Functional
EdTech operations, tutoring delivery, academic workflows
US IT Staffing delivery, ATS/VMS operations, compliance
Corporate IT operations & service lines
Software Development lifecycle understanding (SDLC, Agile/Scrum)
Data analytics, BI reporting, dashboard management
HR operational alignment & accounts workflow coordination
Strong understanding of SOP framework, quality systems, ITIL, and audit practices
Behavioral
Excellent communication, analytical thinking, decision-making, and problem-solving.
Highly organized, process-oriented, and able to function in fast-paced environments.
Strong ownership mindset with a focus on results and continuous improvement.
Education & Preferred Qualifications
Bachelor's or Master's degree in Business, Technology, Operations, or related field.
Experience:
12-15 years
across Operations, IT Delivery, EdTech, Staffing, or Software Development environments.
Preferred Certifications:
Lean Six Sigma (Green/Black Belt)
PMP/Prince2
ITIL Foundation or higher
Agile/Scrum certifications (optional)
Job Types: Full-time, Permanent
Pay: ?800,000.00 - ?1,200,000.00 per year
Benefits:
Provident Fund
Expected Start Date: 01/12/2025
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