Senior Manager - AD Operations

• 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.