Senior Operations Manager

Role Overview 

The Operations Manager will serve as the senior onsite leader for Paymode and Nexus customer support teams working US aligned hours. This position ensures operational readiness, training quality, service consistency, and cross functional coordination across India based support operations, facilities, IT and HR partners. The role partners closely with Team Managers in a dotted line capacity to reinforce standards, improve execution, and maintain alignment with US leadership. This position also owns training, quality, workforce management readiness, communication rhythm, and on floor operational oversight. 

 This role is designed to strengthen day-to-day management practices, support cultural alignment, and ensure that operational issues with Facilities, IT, and Transportation are surfaced and resolved quickly. The ideal candidate has strong contact center operations experience, proven leadership presence, deep understanding of training and QA frameworks, and the ability to move teams toward consistent execution. 

 Leadership and People Management 

• As the senior onsite leader, support the overall leadership direction set by the Head of Paymode Customer Support and ensure execution across India-based teams. 

• Partner with Team Managers through a dotted line relationship, reinforcing coaching habits, communication standards, daily routines, and floor presence. 

• Maintain strong presence on the floor to support agents and managers with real-time operational needs and escalate issues appropriately. 

• Promote a culture of professionalism, respect, consistency, and collaboration. 

• Ensure expectations set by Head of Paymode Support are communicated clearly and executed consistently across teams. 

• Participate in panel interviews and selection processes for new agents, team leads, QA, SMEs, and trainers. 

 

Operations Management and Cross Functional Coordination 

• Serve as the primary onsite operational point of contact for Facilities, IT, Transportation, and People Success on day-to-day issues. 

• Ensure escalations from managers and agents related to facilities, food service, transportation, equipment, and IT are addressed quickly and communicated back to leadership. 

• Own the communication rhythm with support functions to ensure timely updates, tracking, follow-through, and closure on operational gaps. 

• Oversee site readiness, including seating strategy, floor layout, marquee board visibility, and other environmental readiness for support operations. 

• Support local management by helping resolve workflow blockers and providing onsite operational oversight during US hours.