Vice President - Business Operations - Customer Engagement Platform

We are looking for a VP Business Operations for a India's premier customer engagement platform.

Job Profile:

Strategic Planning & Execution:

- Develop and implement operational strategies aligned with the Platform's vision and business objectives.

- Work closely with executive leadership to set long-term goals and ensure effective execution of business plans.

- Identify growth opportunities and operational improvements to optimize business processes and enhance scalability.

Operational Excellence:

- Drive operational efficiency through process optimization, workflow automation, and the introduction of best practices.

- Implement standard operating procedures (SOPs) to ensure smooth and consistent operations across all departments.

- Establish and monitor key performance indicators (KPIs) for operational activities to ensure performance targets are met.

Cross-functional Leadership:

- Collaborate with key functions including Tech, Product Development, and Strategy teams to ensure seamless coordination and execution of business initiatives.

- Lead and mentor a team of operations managers to ensure alignment and operational efficiency across the board.

- Drive cross-functional projects to improve service delivery and product quality for customers.

Customer Experience Management:

- Ensure that business operations support an excellent customer experience, from onboarding to loyalty program delivery.

- Collaborate with the Customer Success and Product teams to ensure that customer feedback is integrated into operational processes.

P&L Responsibility:

- Oversee the P&L for the business operations function, ensuring operational costs are managed efficiently while maximizing profitability.

- Drive cost optimization initiatives and identify opportunities for revenue generation through operational improvements.

Vendor & Partner Management:

- Manage relationships with key vendors and partners to ensure high-quality services and cost-effective agreements.

- Negotiate contracts and manage service-level agreements (SLAs) to maintain alignment with company goals.

Technology & Automation:

- Work closely with the technology and product teams to ensure that the company's operational systems and tools are up-to-date, fully functional, and scalable.

- Identify opportunities for automation and the integration of new technologies to improve operational efficiency.

Compliance & Risk Management:

- Ensure all business operations comply with regulatory standards, company policies, and best practices.

- Manage operational risks through proper controls and governance mechanisms.

Requirements:

Education:

- Master's degree in business or a related field; MBA or equivalent preferred.

Experience:

- 15+ years of experience in a leadership role with a proven track record of growing business units.

Skills:

- Strong business development and sales skills, excellent relationship management, financial acumen with P&L management, and leadership in managing operational teams.

- Strategic Thinking: Ability to see the big picture and plan for long-term business growth.

- Client Focus: A deep understanding of client needs and the ability to create personalized solutions.

- Financial Management: Expertise in managing budgets, revenues, and costs to ensure profitability.

- Partnership Development: Skilled in negotiating and forming strategic partnerships that drive business success.

- Leadership: Ability to inspire, lead, and manage a team for operational excellence.