Manager / Deputy Manager - Operations

About is a fast-growing vertical SaaS startup, funded by Peak XV (Surge), InfoEdge, Insight Partners, Vertex Ventures, and Tenacity Ventures that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platforms. About the Role We are looking for a hands-on operations leader to directly own people management and SLA (productivity, TAT and accuracy) delivery within a complex and high volume delivery organisation. This is a floor-level leadership role, not a distant oversight one managing TLs / AMs. The Ops Manager/DM runs daily operations and owns key customer SLAs along with improving Productivity, Accuracy and TAT. Key Responsibilities Own people management, attendance and SLA delivery for production team Run daily standups; provide first-line coaching and handle performance conversations directly Partner closely with the paired SME on domain/scope judgement calls and recurring RFI patterns — know when an issue is a people call versus a domain call Own within-pod reallocation and rescheduling when delivery risk can be resolved using existing team capacity, work prioritization to meet TAT commitments Escalate delivery risk to the Head of Operations directly when it exceeds what the pod can absorb on its own Build and track individual development plans for team members in the pod Report team-level productivity, accuracy, attendance and attrition to the Head of Operations on a weekly cadence Drive adoption of new platform/AI features within the pod to improve hourly productivity Must-Have Skills and Experience 6 to 10 years in operations/service delivery, ideally within BPO, shared services or a high-volume delivery environment Direct people-management experience — has managed individual contributors directly, not just coordinated through other supervisors Working knowledge of SLA/TAT fundamentals and day-to-day floor management Comfortable using dashboards and data to drive pod-level decisions Strong coaching orientation, particularly for entry- and mid-level team members Structured and calm under pressure — comfortable resolving floor-level issues in real time Good-to-Have Skills Lean/Six Sigma or equivalent process-improvement exposure Prior experience in construction, AEC or estimating operations (helpful, not required — the paired SME covers this) Familiarity with attendance/scheduling platforms similar to Timeschamp and Prohance