Job Title - Product Operations Manager

Location – Remote

About ConverzAI:

We are a well funded start-up solving tough Conversational AI problems for $500Bn+ industry. Our mission is to help businesses scale by harnessing the power of AI in business conversations. We have enterprise customers that are loving our solution and we are moving at a breakneck speed to enhance our product and ship it to a larger audience. Our team has a track record of building Cognitive AI (speech and NLP) products, unique AI models (including multiple patents), leading strong teams at top tech companies and creating multi-million $ businesses

Role Overview:

We are looking for an experienced Product Operations Manager at ConverzAI to ensure smooth and efficient product operations; delivering superior customer service. This critical role will be responsible for the daily management of teams and shifts, analysing key business metrics, suggesting and implementing automation in solutions, fostering teamwork and driving cross team collaboration. The ideal candidate will be a data driven problem solver with a passion for optimising processes and a strong understanding of the dynamics of a fast paced AI start-up environment. This role will partner closely with the Engineering, Product and Customer Success team team to translate business needs into technical improvements and to deliver exceptional service to our customers.

Key Responsibilities:

• Oversee the daily operations of teams across EST, PST, and IST, ensuring seamless coordination and adhering to Service Level Agreement (SLAs). Manage team schedules, shifts, and resource allocation to maintain optimal coverage and productivity.
• Analyse key business metrics related to product performance, operational efficiency, and team productivity. Identify trends, bottlenecks, and areas for improvement. Develop and maintain dashboards to visualize performance and track progress.
• Identify opportunities for automation within operational processes. Lead the implementation of automation solutions to streamline workflows, reduce manual effort, and improve efficiency. Collaborate with Engineering to develop and deploy these solutions.
• Continuously evaluate and improve operational processes to enhance efficiency, scalability, and reliability. Develop and document best practices.
• Proactively identify and resolve operational issues. Develop contingency plans and implement corrective actions to minimize disruptions.
• Partner with the cross functional teams to translate operational insights into actionable improvements; implement new product features and monitor outcomes
• Maintain clear and comprehensive documentation of operational processes, procedures, and best practices.
• Build a high performing team by hiring the best fit talent, integrate them effectively into the team and the company culture and focus on promoting their self-development.
• Mentor team members to prioritise rightly, deep dive into the issues/ escalations and steer them to prompt resolutions; focussing on customer service excellence
• Promote a strong and inclusive culture by cascading understanding of organization direction, policies and processes effectively, proactively seeking feedback from the team, understanding their concerns and working with the right stakeholders to resolve the same.

Skills & Competencies:

• Strong operational management skills with the ability to multi-task and prioritize issues based on business impact.
• Excellent leadership, communication, and interpersonal skills, with a proven track record of managing and mentoring teams.
• Experience in problem-solving using automation and innovative solutions.
• Proficiency in gathering business insights, analysing data from multiple sources, and driving process improvements.
• Strong analytical skills and experience with data analysis tools (e.g., SQL, Excel, data visualization tools). Familiarity with AI/ML concepts is a plus.
• Ability to work effectively in a fast-paced, dynamic environment while upholding company cultural values.

Qualification & Experience:

• 5-8 years of prior operations experience, preferably in the in the tech product or SaaS domain.
• Bachelor's degree in a related field (e.g., Business, Engineering, Computer Science) preferred.
• Proven experience in operations management (product related roles), preferably in a technology or AI-related environment are highly encouraged to apply.
• Demonstrated experience managing high-performing teams. Experience managing teams across multiple time zones is a plus.

What We Offer:

• A vibrant, innovative work environment dedicated to transforming the recruiting industry.
• Opportunities for professional growth and development in a rapidly expanding company.
• Fully remote work!
• A competitive salary and benefits package.
• The chance to lead a diverse, high-impact team while driving operational excellence and shaping the future of customer support.