Senior Manager - AD Operations
Location: Chennai
• Experience: Senior Level
• Openings: 1
Job description
Job Title: Senior Manager – AD
Operations
Job Location: Gurugram
Work Model: Work from Office
Candidate Location - Anywhere
Candidate Industry – BPO / KPO
Education
Bachelor’s or Master’s degree in IT, Computer Science, or a
related technical discipline
Experience
12 years of experience in manging operations for AD operations
Job responsibility
Lead end-to-end service delivery for Ads
Troubleshooting Program, overseeing a team of approximately 100–200 agents
across inbound email, chat, and phone support channels.
Drive operational performance across key business and customer
metrics including service level, productivity, quality, customer satisfaction,
resolution effectiveness, adherence, attrition, and employee engagement.
Provide leadership to frontline managers, team leaders, and
support functions to ensure strong execution, people development, and
operational stability.
Own daily operations, service delivery governance, capacity
planning alignment, escalation management, and risk mitigation for the program.
Build and sustain a high-performance culture through structured
coaching, performance management, succession planning, and leadership
development.
Partner with client stakeholders to review performance, discuss
business priorities, present action plans, and ensure alignment to contractual
and service expectations.
Manage internal stakeholder relationships across quality,
training, workforce management, HR, analytics, and operations leadership to
enable consistent delivery outcomes.
Must have
Proven experience in service delivery, operations management, or
contact center leadership roles with responsibility for large teams, ideally
managing operations of 100+ agents.
Strong operational background in inbound customer support,
technical support, troubleshooting, or contact center service delivery
environments.
Demonstrated success leading frontline managers and large agent
populations, with strong capability in coaching, performance management, team
engagement, and succession planning.
Strong stakeholder management and client management skills, with
the ability to influence, communicate, and build credibility across internal
and external partners.
Experience managing multi-channel support operations across phone,
chat, and email.
Strong analytical and problem-solving skills, with the ability to
interpret operational data, identify trends, and translate insights into
action.
Experience handling business reviews, performance reporting,
service governance, and escalation management in a client-facing environment.
Excellent verbal and written communication skills, with strong
presentation capability.
Ability to thrive in a fast-paced, metrics-driven,
high-accountability environment.
Flexibility and willingness to work in US hours from Gurgaon.