Sr. Operations Manager

Experience: 5–8 years of experience in business operations or customer success, with expertise in process optimization, operational analytics, workflow automation, KPI management, and scaling customer operations.

Location: Gurugram

At Trential, we are building the infrastructure that makes identity as fluid and trusted as money. From degrees to driver’s licenses, we enable credentials to move securely, instantly, and globally—just like a swipe of a VISA card.

What you'll be doing

We’re looking for a Sr. Operations Manager who can bring structure, scalability, and customer-centric thinking to our operations. This is a high-impact role that sits at the intersection of customer success, process building, and operational efficiency.

• Own and optimize end-to-end operational workflows across customer interactions and internal business processes.
• Design and scale operational systems, SOPs, and automation frameworks to improve efficiency, consistency, and business scalability.
• Build dashboards and KPI frameworks, analyze operational data, and drive continuous process improvements through data-driven insights.
• Implement automation across customer operations using CRM platforms, AI tools, no-code solutions, IVR, and workflow automation tools.
• Partner with Product, Engineering, Customer Success, and Business teams to solve operational challenges and build scalable, customer-centric processes.
• Define, track, and improve key operational metrics, including NPS, CSAT, SLA adherence, TAT, FRT, Resolution Time, Escalation Rate, Productivity, and Operational Cost.
• Lead teams across customer support, background verification, and customer communication functions, ensuring high-quality service delivery and resource utilization.
• Anticipate operational bottlenecks, drive cross-functional execution, and implement scalable solutions to support business growth

What we’re looking for

• 5+ years of experience in operations, customer success, or business operations roles.
• Strong understanding of customer success frameworks and metrics (NPS, CSAT, etc.)
• Hands-on experience in process building and optimization in high-volume environments
• Exposure to calling systems (IVR, auto-dialers) and operational tools/CRMs
• Ability to operate in ambiguity and take end-to-end ownership
• Experience managing resources and driving performance.
• Must hold a B.Tech from a top-tier institute.

You’ll stand out if you have

• Experience in identity verifications/customer operations-heavy setups.
• Experience in startup or scaling environments
• Familiarity with automation / no-code tools/workflow tools