Operations Manager – Google Operations

Gratitude Inc

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5 days ago

Operations Manager – Google Operations

5-10 Year(s)

Chennai

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Job Description

Key Skills

Performance Management Operations Management coaching skills KPI People Management & Team Leadership Capability(Staffing, Engagement, Succession Team Management, SLA Management

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Locations: Chennai / Indore

Experience: 5–10 Years
Salary: ₹16–17 LPA
Shift: 24/7 Rotational Shift
Band: BPO 5

Job Summary

We are looking for an experienced Operations Manager with mandatory Google Product experience to lead high-performing operations teams. The ideal candidate will be responsible for driving operational excellence, ensuring KPI and compliance adherence, managing team performance, and optimizing day-to-day business operations while delivering exceptional client satisfaction.

Key Responsibilities

Lead and manage daily business operations to achieve service delivery and operational goals.
Monitor team performance against KPIs, SLAs, and quality standards.
Ensure compliance with organizational policies and client requirements.
Coach, mentor, and develop team members to improve productivity and performance.
Conduct regular performance reviews and implement improvement plans.
Lead daily team meetings and communicate business updates effectively.
Plan workforce requirements and allocate resources efficiently.
Monitor operational workflows and resolve issues proactively.
Analyze operational data, identify trends, and recommend process improvements.
Escalate critical operational risks and issues to the Account Manager.
Foster a culture of continuous improvement and collaboration.

Required Skills

Strong Operations Management experience.
Mandatory experience supporting Google Products.
Expertise in KPI, SLA, and performance management.
Team leadership, coaching, and people management skills.
Workforce planning and resource management.
Performance analysis and reporting.
Process improvement and operational excellence.
Stakeholder and client management.
Strong communication and problem-solving skills.
Ability to work in a fast-paced 24/7 operations environment.

Preferred Qualifications

Experience managing large operations teams in a BPO/ITES environment.
Strong analytical and decision-making skills.
Experience handling client escalations and operational governance.
Knowledge of quality, compliance, and continuous improvement methodologies.

Eligibility

Experience: 5–10 years in Operations Management.
Mandatory: Relevant Google Product Experience.
Willingness to work in 24/7 rotational shifts.
Ex-TCS employees are not eligible.
PAN and Date of Birth (DOB) are mandatory for profile creation.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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