Sr. Manager, Revenue Operations

Accountabilities:

• • 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.