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Magnon Group - Senior Community Operations Manager

Magnon Group - Senior Community Operations Manager

Magnon Solutions Pvt LtdGurugram, India
7 days ago
Job description
  • We are seeking a Senior Community Operations Manager to lead the Escalation Program for the APAC region.
  • In this role, you will represent the APAC escalation function, collaborating closely with global counterparts to shape strategy for advanced support channels.
  • You will oversee the regional operations of these teams while partnering with local stakeholders to manage high-impact and sensitive escalations effectively.
  • The Advanced Support teams include SORT (Social Media Response Team) and ECR (Executive Community Relations).
  • SORT manages escalations originating from major social media platforms, ensuring timely and effective responses to public-facing issues.
  • ECR handles critical cases raised internally by employees or externally through other channels, including high-priority safety-related escalations that demand discretion, speed, and empathy.
  • This position combines strategic leadership with operational excellence.
  • You will be accountable for the performance and delivery of advanced support teams, while also driving cross-functional impact by synthesizing insights from escalations to identify trends, recommend process improvements, and strengthen upstream systems.

    • Operational Excellence :

    • Lead the execution and continuous optimization of APAC escalation programs, ensuring operational rigor and service excellence.
    • Drive improvements in user experience by balancing speed, quality, and insight-driven decision-making against established SLAs and performance metrics.

      • Stakeholder Management & Communication :

    • Partner with business leaders to proactively surface and address critical safety, regulatory, and -operational risks , ensuring appropriate prioritization and resource alignment.
    • Collaborate cross-functionally with Operations, Customer Experience, Safety, Legal, Regulatory, Product, Policy, and Communications teams to effectively manage incidents and regulatory concerns.
    • Distill complex issues into clear, compelling narratives that inform and influence senior decision-making and foster alignment across diverse stakeholders.
    • Leadership & Influence - Represent the escalations team to APAC leadership across CommOps and Business functions.
    • Continuously evaluate and innovate on existing processes to enhance efficiency, scalability, and impact.
    • Inspire, mentor, and empower a high-performing team, fostering collaboration with regional and global partners to achieve shared goals.

      • Basic Qualifications :

    • 5+ years of demonstrated success in operations leadership, consulting, program management, or safety and regulatory strategy, with a strong record of driving measurable impact.
    • Exceptional stakeholder management and leadership skills, with the ability to navigate complex situations, influence outcomes, and make sound decisions under ambiguity.
    • Outstanding communication and executive influencing abilities, capable of aligning cross-functional teams and engaging senior leaders effectively.
    • Deep understanding of business operations and strategic trade-offs, with the judgment to balance competing priorities.

      • (ref : iimjobs.com)

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