Head of Operations

About AiSensy

AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco., Wipro, Asian Paints, India Today Group Skullcandy, Vivo, Physicswallah, Cosco grow their revenues via WhatsApp.

• Enabling 250,000+ Businesses with WhatsApp Engagement & Marketing
• 800 Crores + WhatsApp Messages done between Businesses and Users via AiSensy per year
• Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more
• High Impact as Businesses drive 25-80% Revenues using AiSensy Platform
• Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors

The Role

You'll own everything that happens after a customer signs up. The mission is clear: get every customer onboarded fast, trained on the platform, and actively using the features they paid for then keep them using those features until they've achieved real success. If a customer goes quiet after onboarding, that's a problem you chase down. That's the heart of this role. This is a build-and-scale role. You'll lead a large team, design the systems that make onboarding fast and repeatable, and set a culture that's genuinely obsessed with customers winning - not just tickets closed.

What You'll Own

Get customers live and getting value

• Own the full onboarding journey - every customer onboarded within our TAT
• Ensure customers are trained and start using the features they signed up for
• Track platform usage across the first 2 months and proactively reach out the moment usage drops after onboarding
• Stay with customers until they graduate - consistently deriving real value from AiSensy

Build a high-performance team

• Hire, lead, and scale an operations team that lives and breathes customer success
• Bring in strong people and grow them into a team that operates at scale

Build the machine

• Design scalable systems to track every customer's onboarding journey
• Define and own the KPIs and metrics for the operations team
• Use data to eliminate bottlenecks, tighten TAT, and drive activation up and to the right

What We're Looking For

• At least 8+ years in operations
• Hands-on experience running a team of 50+ people
• A proven track record of building high-performance teams and scalable systems from the ground up
• Obsessed with customer outcomes, not vanity metrics
• Strong with data - you set KPIs and run the function on them
• SaaS / B2B tech / high-volume customer operations experience is a strong plus
• A builder's mindset - you move fast and turn messy problems into clean systems

Why Join Us

• Own a mission-critical function at one of India's fastest-growing, profitable SaaS companies
• Directly move the needle for SMB business of India
• Work closely with the founders and shape how we scale