Sr. Manager – US Operation

Job Title :

Sr. Manager – US Operations

Experience : 10-12 years, with 6+ years in a leadership role.

Job Type : Permanent

Job location :

Pune (Magarpatta City)

Shift :

Should be flexible with day and night shifts

Notice Period : up to 30 days

About the Role

We are looking for an experienced and dynamic

Sr. Manager – US Operations

to 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 Responsibilities

Operational 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 Qualifications

Bachelor’s degree in business administration, Operations Management, or related field (MBA preferred).

Minimum 10 years of experience in operations management, preferably within

US-based BPO

and customer service environments.

At least

6 years in a senior leadership role

managing cross-functional teams.

Strong understanding of

US business culture, labour laws,

and

customer service expectations .

Strong background in

data analysis

and

data 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 with

operational tools

and software (e.g.,

workforce management systems, CRM, reporting tools ).

Experience with process improvement methodologies such as

Lean, Six Sigma

is a plus.

Ability to work in a fast-paced, dynamic environment with changing priorities.

Preferred Skills

Experience in managing

US time-zone operations

(overlapping working hours or night shifts).

Strong

negotiation

and

conflict resolution

abilities.

Budgeting

and 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 hiring@radarsoft.tech