Senior Manager, Revenue Operations

This is a fully remote position, open to applicants in India.

📋 Description

• Collaborate with the Sr. Director of RevOps and the leadership of Support on annual and quarterly planning activities.

• Take ownership of Support forecasting frameworks, encompassing ticket volumes, channel distribution, resolution capacity, and cost-per-resolution metrics.

• Monitor actual performance against established plans, identify variances and their underlying causes, and offer forward-looking recommendations.

• Lead the monthly and quarterly business reviews for the Support leadership team.

• Develop financial models and business cases for tools, AI enhancements, channel strategies, and headcount investments.

• Create an analytical framework that connects Support activities and quality measures to customer retention, churn rates, and customer lifetime value.

• Measure Support's influence on revenue and retention outcomes.

• Establish early-warning systems to monitor customer health signals.

• Identify product deficiencies, friction points, and failures in customer experience from ticket analysis.

• Integrate Support intelligence into GTM customer lifecycle analytics.

• Manage Support KPI frameworks, including metrics for CSAT, turnaround times, resolution quality, first contact resolution, escalation rates, and tier distribution.

• Develop and sustain an analytics infrastructure for team and channel performance.

• Monitor L1, L2, and L3 performance along with escalation trends.

• Handle analytics for chat, platform, and live Zoom channels.

• Create cost-efficiency models by resolution type, channel, and tier.

• Oversee weekly business reviews, performance evaluations, and escalation procedures.

• Manage operational measurements for the Support AI bot, including deflection rates, customer satisfaction, and resolution quality.

• Differentiate between AI-driven deflections and verified AI resolutions.

• Collaborate with AI/Innovation teams on continuous enhancements and the expansion of Support AI capabilities.

• Identify and implement automation initiatives within RevOps.

• Conduct audits and redesign ticket routing, triage, escalation, and resolution workflows.

• Define handoff standards between Support tiers and GTM functions.

• Establish version-controlled documentation for processes.

• Lead change management efforts for processes and systems.

• Eliminate operational redundancies.

• Partner with RevOps Systems and AI/Innovation teams on tools, data pipelines, and automation infrastructure.

• Ensure data integrity, define metric parameters, tagging, categorization, and reporting pipelines.

• Specify tooling requirements for build-versus-buy analyses.

⛳️ Requirements

• Over 10 years of professional experience in Revenue, Support, or Customer Success Operations.

• Extensive expertise in managing high-volume, client-centric GTM ecosystems.

• A Tier-1 MBA or a background in management consulting is strongly preferred.

• Demonstrated experience in designing and scaling support operations infrastructure within enterprise environments.

• In-depth knowledge of linking service excellence metrics to customer retention and revenue results.

• Operational expertise in AI-driven automation workflows, including resolution throughput, quality audits, and deflection effectiveness.

• Significant experience in fast-paced SaaS environments.

• Exceptional analytical skills and the capability to develop complex financial models and operational frameworks.

• Extensive experience with service-centric ecosystems and omnichannel engagement platforms such as Freshdesk, Zoom, or comparable enterprise solutions.

• Proficiency in optimizing AI-driven automation workflows.

• Strong executive presence with the ability to influence senior leadership using data-driven insights.

• Experience in leading teams and nurturing high-performing analyst groups.

• Capability to transform ambiguous challenges into scalable organizational frameworks.

• Formal certifications are less important than documented organizational impact and strategic vision.

• Must reside in India.

• Availability for a 2pm–11pm IST work schedule.

🏝️ Benefits

• A global, remote-first work environment.

• Opportunity to collaborate with a diverse team across more than 15 countries.

• Commitment to employees in India.