Job Title

Location: IndiaShift: Night Shift (US Support Hours)Reporting To: Head of Paymode Customer Support (US)Role OverviewWe are looking for a Senior Operations Manager to serve as the senior onsite leader for our India‑based Paymode and Nexus customer support teams operating in US‑aligned hours. This role is responsible for ensuring operational excellence, service consistency, high‑quality training, workforce readiness, and strong coordination with cross‑functional partners.The role works in close partnership with US leadership and India‑based Team Managers (dotted‑line) to drive disciplined execution, cultural alignment, and a strong on‑floor leadership presence. The ideal candidate brings deep contact‑center operations expertise, hands‑on leadership, and the ability to create structure, clarity, and consistent delivery across teams.Key ResponsibilitiesOperations & On‑Floor LeadershipAct as the senior onsite operations leader during US support hoursMaintain strong on‑floor presence to support agents, managers, and real‑time operationsEnsure consistent execution of operational standards, communication routines, and performance expectationsManage and resolve operational escalations in a timely and effective mannerPeople Leadership & CollaborationPartner with Team Managers to reinforce coaching, daily routines, and team engagementSupport hiring through interview panels for agents, team leads, QA, SMEs, and trainersPromote a culture of professionalism, collaboration, accountability, and continuous improvementTraining & Quality ExcellenceOversee end‑to‑end training programs including onboarding, nesting, continuous learning, and skills verificationEnsure training content and delivery align with current product, process, and policy standardsOwn the Quality Assurance program including monitoring, calibration, coaching alignment, insights, and reportingUse QA insights to drive targeted coaching, knowledge improvements, and performance upliftWorkforce Management & Capacity PlanningOwn workforce management activities including forecasting, staffing, scheduling, PTO planning, and real‑time queue managementPartner with leadership on capacity planning and staffing readiness for Paymode and Nexus operationsManage and develop WFM and QA resources to build scalable capabilitiesCross‑Functional CoordinationServe as the primary onsite point of contact for Facilities, IT, Transportation, and People teamsEnsure site readiness, seating plans, floor setup, tools availability, and infrastructure supportDrive timely communication, tracking, and closure of operational issuesEngagement & RecognitionDesign and run recognition, gamification, and engagement programs for India‑based teamsReinforce transparency around performance, growth opportunities, and development pathwaysRequired Skills & QualificationsBachelor’s degree in Business, Operations, IT, or related field (MBA preferred)8+ years of contact center operations experience, including 4+ years in senior leadership rolesStrong experience in Training, Quality Assurance, and Workforce ManagementProven ability to manage complex operations and cross‑functional escalationsExcellent communication, leadership presence, and stakeholder management skillsExperience with tools such as Salesforce, Power BI, LMS, QA, or WFM platformsAbility to work US‑aligned hours with flexibility for critical business needs