Lead - Ops & Strategy

Job Title : Lead - Ops & Strategy

About Us :

At Wisemonk, we help global companies hire and manage talent in India without the hassle. We serve 500+ clients across 50+ countries — handling payroll, compliance, and employee services at scale.

Our mission : make cross-border hiring seamless and world-class.

Role Overview :

We're hiring a Lead – Ops & Strategy to build and scale our support and service delivery from the ground up. You'll lead a team, design scalable processes, and bring technology (and AI where possible) into our workflows.

This role is ideal for someone who has led support ops in an early-stage SaaS company and is now ready to step up into a larger mandate — combining day-to-day execution with strategy and systems building.

Key Responsibilities :

• Lead Support & Service Teams : Build, coach, and manage associates handling customer queries, payroll, and employee services.
• Drive Customer Experience : Ensure every interaction is fast, empathetic, and accurate.
• Build Systems & Processes : Move away from manual work — implement scalable workflows, automation, and playbooks.
• Implement Technology : Own rollout and adoption of SaaS tools, ticketing, knowledge bases, and AI-based support agents.
• Operational Metrics : Track and improve CSAT, SLA adherence, resolution times, and payroll / service accuracy.
• Strategic Ops : Partner with leadership to identify bottlenecks, set priorities, and design systems that hold at 10x scale.

Requirements :

Why Join Us

This is a work-from-office role based at our headquarters in the heart of Bengaluru. Our office is conveniently located at 43, Nehru Nagar Main Road, Seshadripuram, Bengaluru.

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Skills Required

Ticketing, Automation