This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Revenue Operations based in India.

This is a senior strategic role focused on building the operational and analytical engine behind a high-volume Support organization.
You will partner with senior leaders to translate operational performance into measurable revenue, retention, and customer outcomes.
The role combines strategic planning, forecasting, financial modeling, performance analytics, process design, and systems optimization.
A major focus will be establishing clear links between support activity, customer health, churn, and lifetime value.
You will also shape the measurement and operational strategy behind AI-enabled support and automation initiatives.
Success requires an ability to move comfortably between executive-level strategy and detailed operational problem-solving.
This is an influential opportunity to build scalable RevOps frameworks in a fast-moving, global SaaS environment.

• Act as a strategic Revenue Operations partner to Support leadership, contributing to annual and quarterly planning, capacity planning, forecasting, and operational strategy.
• Develop forecasting frameworks covering ticket volumes, channel mix, resolution capacity, cost per resolution, and other critical Support drivers.
• Track actual performance against plans, identify deviations and root causes, and provide forward-looking recommendations to leadership.
• Lead monthly and quarterly business reviews, developing the narrative, highlighting strategic gaps, and driving prioritized actions.
• Build financial models and business cases supporting decisions around tooling, AI capabilities, channel investments, and workforce planning.
• Design analytical frameworks connecting Support performance and service quality to customer retention, churn, lifetime value, and broader revenue outcomes.
• Establish customer health and early-warning indicators based on Support interactions, helping identify potential retention risks before they escalate.
• Analyze recurring ticket patterns to identify product gaps, customer friction, training opportunities, and process issues, translating findings into actionable recommendations for Product and GTM teams.
• Own the Support KPI framework across metrics such as CSAT, turnaround time, resolution quality, first-contact resolution, escalation rates, and tier distribution.
• Build and maintain analytics infrastructure that provides leadership with detailed visibility into performance across L1, L2, and L3 support tiers and multiple channels.
• Develop cost-efficiency models covering cost per resolution, cost by channel, and cost by tier to inform investment and optimization decisions.
• Establish operating cadences, performance reviews, escalation governance, and reporting processes that keep teams aligned and action-oriented.
• Own the operational measurement framework for AI-enabled Support, distinguishing genuine issue resolution from simple ticket deflection and evaluating quality, customer impact, and efficiency.
• Partner with AI and innovation teams to identify automation opportunities, surface quality gaps and edge cases, and shape future AI capabilities and investment priorities.
• Audit and redesign Support workflows, including ticket routing, triage, escalation, handoffs, and resolution standards, with a focus on scalability and adoption.
• Define and govern process documentation, data standards, metric definitions, tagging structures, and reporting integrity across Support platforms.
• Partner with systems and technology teams to define tooling requirements, improve data pipelines, automate recurring processes, and evaluate build-versus-buy decisions.
• Lead change management for new processes and systems, ensuring successful adoption and measurable operational improvement.
• Mentor and develop analysts while establishing high standards for ownership, analytical quality, and strategic thinking.

Requirements:

• 10+ years of professional experience across Revenue Operations, Support Operations, Customer Success Operations, or related functions within high-volume, customer-centric environments.
• Demonstrated experience designing, building, and scaling Support or service operations infrastructure within complex enterprise or high-growth environments.
• Strong expertise in operational analytics, financial modeling, forecasting, business planning, and bottom-line impact analysis.
• Proven ability to connect service performance metrics with measurable business outcomes such as customer retention, churn, revenue, and customer lifetime value.
• Significant experience working within high-velocity SaaS environments and navigating complex, rapidly changing operational challenges.
• Deep familiarity with omnichannel and service platforms such as Freshdesk, Zoom, or comparable enterprise technologies.
• Experience designing and managing AI-driven automation workflows, with the ability to measure true resolution, quality, customer impact, and deflection effectiveness.
• Strong understanding of Support KPIs, operational efficiency, workforce and capacity planning, escalation management, and service economics.
• Advanced analytical and problem-solving capabilities, with the ability to translate complex data into clear recommendations for senior leadership.
• Exceptional executive communication and stakeholder management skills, including the confidence to challenge assumptions and influence decisions using evidence.
• Strategic vision combined with strong tactical execution skills and the ability to move from long-term operating models to detailed process improvements.
• Proactive and highly structured approach to identifying emerging risks, operational bottlenecks, inefficiencies, and opportunities before they become critical.
• Strong people leadership capabilities, with experience developing high-performing analysts and fostering a culture of accountability and continuous improvement.
• Ability to operate effectively amid ambiguity and transform loosely defined business challenges into scalable, well-structured solutions.
• MBA from a leading institution or management consulting background is highly preferred.
• Formal certifications are secondary to a demonstrated record of strategic impact, operational transformation, and measurable business results.

Benefits:

• Full-time remote position based in India.
• Fixed working schedule of 2:00 PM to 11:00 PM IST, supporting collaboration with global teams.
• Opportunity to work in a global, remote-first environment with colleagues across multiple countries.
• High-impact leadership role with significant exposure to senior stakeholders and cross-functional teams.
• Opportunity to shape Support strategy, revenue operations, AI-enabled automation, and customer lifecycle analytics.
• Strong focus on innovation, continuous improvement, and scalable operational frameworks.
• Opportunities to develop and lead high-performing analytical teams.
• Work within a fast-growing SaaS environment where data, automation, and technology play a central role in business growth.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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