Sr. Manager – US Operation

Job Title : Sr. Manager – US OperationsExperience : 10-12 years, with 6+ years in a leadership role.Job Type : PermanentJob location : Pune (Magarpatta City)Shift : Should be flexible with day and night shiftsNotice Period : up to 30 daysAbout the RoleWe are looking for an experienced and dynamicSr. Manager – US Operationsto lead and optimise our US operations, ensuring excellent service delivery, operational efficiency, and client satisfaction. This role requires hands-on leadership and the ability to work closely with cross-functional teams to drive business growth and operational excellence. This position requires full-time, on-site presence in the office to maintain close coordination with teams and stakeholders.Key ResponsibilitiesOperational Leadership : Oversee daily operations of US-based projects, ensuring targets, SLAs, and KPIs are consistently met or exceeded.Team Management : Lead, mentor, and develop a high-performing team including Operations Managers, Team Leads, and support staff.Client Management : Act as the primary point of contact for key US clients, managing expectations, resolving escalations, and ensuring client satisfaction.Process Optimisation : Identify operational bottlenecks and implement process improvements using data-driven insights to enhance efficiency, quality, and customer experience.Operations Excellence : Data-driven analysis of processes, people & technology by deep diving into data for meaningful insights and identification of gaps.Strategic Planning : Collaborate with senior leadership to develop operational strategies that support company goals and growth plans.Reporting and Analytics : Monitor key metrics, prepare detailed operational reports, and present findings and action plans to senior management.Compliance and Quality : Ensure operations comply with company policies, contractual obligations, and industry regulations.Resource Planning : Manage workforce planning, scheduling, and budgeting to meet dynamic business needs and optimise resource utilisation.Change Management : Lead and support change initiatives, technology rollouts, and process automation projects.Risk Management : Identify operational risks and implement mitigation strategies to minimise business disruption.Required QualificationsBachelor’s degree in business administration, Operations Management, or related field (MBA preferred).Minimum 10 years of experience in operations management, preferably withinUS-based BPOand customer service environments.At least6 years in a senior leadership rolemanaging cross-functional teams.Strong understanding ofUS business culture, labour laws,andcustomer service expectations .Strong background indata analysisanddata visualisation .Proven ability to manage large-scale operations and multi-site teams.Excellent problem-solving, decision-making, and analytical skills.Exceptional communication and interpersonal skills to manage internal teams and client relationships effectively.Proficient withoperational toolsand software (e.g.,workforce management systems, CRM, reporting tools ).Experience with process improvement methodologies such asLean, Six Sigmais a plus.Ability to work in a fast-paced, dynamic environment with changing priorities.Preferred SkillsExperience in managingUS time-zone operations(overlapping working hours or night shifts).Strongnegotiationandconflict resolutionabilities.Budgetingand financial management skills.Ability to foster a positive and motivating work environment.Data-driven mindset with experience in KPIs and dashboards.Interested candidates can share their resume at