Meesho - Manager - Operations

As a Operations Manager, you will be responsible for expanding, optimizing, and managing our Partners

Ensuring performance excellence through data-driven management and driving cost efficiencies; and

Implementing new tools to minimize manual processes and improve operational agility

Key Responsibilities

1. Performance Optimisation:

- Troubleshooting on-ground issues in coordination with relevant stakeholders (IT, Telephony)

- Track KPIs (CSAT, AHT, FCR, cost per contact) to drive continuous improvement.

- Leverage AI-powered analytics to enhance agent productivity and reduce inefficiencies.

2. Expansion & Due Diligence:

- Identify and assess new partners to scale customer care operations.

- Conduct operational, compliance, and IT due diligence before onboarding.

- Negotiate high-performance SLAs that optimize cost, efficiency, and CX quality.

3. Workforce Efficiency Process:

- Optimize staffing models with AI-driven forecasting to balance demand and cost.

- Ensure strict adherence to staffing schedules to meet SLAs and avoid coverage gaps.

- Implement real-time monitoring tools to track workforce availability.

4. Automation & Process Optimization:

- Identify manual, repetitive tasks and introduce AI-powered tools for efficiency.

- Work cross-functionally to streamline workflows and minimize human intervention.

Key Skills Expected:

- Automation Mindset : Familiarity with AI-powered customer care tools and automation frameworks;

- Data-Driven Decision Making : Ability to analyze trends, forecast demand, and drive improvements;

- Operational Rigor : Strong focus on roster adherence, staffing models, and workforce planning; and

- Stakeholder & Vendor Management : Skilled in negotiating contracts and maintaining high-performance partnerships.