General Manager - CX

Client - One of the largest New Age players in Blue Collar Workforce Management

Role Overview

We are looking for a highly driven Lead – Operational Excellence to drive process excellence, operational transformation, and continuous improvement across business operations. This role is ideal for someone who enjoys solving complex operational challenges, designing scalable processes, and leading transformation initiatives in fast-growing organizations.

You will work closely with cross-functional leaders to identify opportunities for improvement, standardize processes, implement governance mechanisms, and build a culture of operational excellence. The ideal candidate combines strategic thinking with hands-on execution and has a proven track record of delivering measurable business impact.

Key Responsibilities

• Lead operational excellence and transformation initiatives across key business functions.

• Design, standardize, and optimize end-to-end operational processes to improve efficiency, quality, and scalability.

• Identify operational bottlenecks through data analysis, process mapping, and stakeholder engagement, and drive sustainable solutions.

• Build governance frameworks, operating rhythms, SOPs, and performance management systems that enable consistent execution.

• Drive process automation and digital transformation initiatives in collaboration with Product, Technology, and Operations teams.

• Establish KPIs, dashboards, and reporting mechanisms to monitor operational performance and identify improvement opportunities.

• Lead cross-functional projects focused on cost optimization, productivity improvement, turnaround time reduction, and customer experience enhancement.

• Embed continuous improvement methodologies and foster a culture of operational excellence across teams.

• Manage change effectively by ensuring stakeholder alignment, communication, and adoption of new processes.

• Mentor and coach teams on process improvement methodologies and best practices.

What We're Looking For

• 8–12 years of experience in Operational Excellence, Business Transformation, Process Excellence, Consulting, or Continuous Improvement roles.
• Strong experience in designing and implementing scalable operational processes in high-growth or large-scale organizations.
• Demonstrated success in leading cross-functional transformation programs with measurable business outcomes.
• Deep understanding of process improvement methodologies such as Lean, Six Sigma, Kaizen, Business Process Management (BPM), or similar frameworks.
• Strong analytical and problem-solving skills with the ability to leverage data for decision-making.
• Experience in process mapping, SOP design, governance frameworks, and operational KPI management.
• Proven ability to influence senior stakeholders and drive alignment across multiple functions.
• Excellent project management and execution capabilities with the ability to manage multiple initiatives simultaneously.
• Strong communication, stakeholder management, and change management skills.
• Experience in technology-enabled operations or process automation initiatives is highly preferred.

Preferred Background

• Experience in high-growth startups, internet businesses, marketplaces, or product-driven operations-intensive organizations.
• Exposure to workforce operations, supply operations, customer operations, or business process transformation is an advantage.
• Lean Six Sigma Green Belt/Black Belt or equivalent operational excellence certifications are desirable.