Operations Manager

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.Com and on LinkedIn, X, YouTube, and Facebook. In this role, you will be responsible for Service delivery, People development, Client focused problem solver with strong analytical and continuous improvement attitude. We are looking for someone to drive projects and initiatives for revenue uplift, scope expansion, embedding new tech and AI into the day to day operations. Responsibilities 1. Site Leadership & Strategic Oversight - Serve as the primary operational lead for the site, overseeing the full delivery of digital advertising support services. - Define and execute operational strategies aligned with client expectations, business goals, and platform evolution. - Act as the key point of contact for senior client stakeholders, internal leadership, and cross-functional partners. - Ensure alignment between site-level performance and global/regional business objectives. 2. Team Management & Leadership - Lead, mentor, and develop a team of Junior Operations Managers and Team Leads, fostering a high-performance culture. - Drive employee engagement, retention, and career development initiatives across the site. - Oversee workforce planning, succession planning, and talent development in collaboration with HR and WFM. 3. Operational Excellence - Ensure consistent delivery of high-quality service across all advertiser support functions, meeting or exceeding SLAs and KPIs. - Champion continuous improvement initiatives, leveraging data and feedback to optimize workflows and service delivery. - Oversee the implementation of new tools, processes, and policies to support operational scalability and efficiency. 4. Client Engagement & Business Reviews - Lead regular business review meetings with clients, presenting performance insights, strategic recommendations, and operational updates. - Build strong, trust-based relationships with client stakeholders, ensuring transparency, responsiveness, and alignment. - Translate complex operational data into clear, actionable insights that support client goals and platform growth. 5. Financial Management & Forecasting - Own site-level financial performance, including budgeting, forecasting, and cost control. - Monitor and report on project financials, ensuring profitability and adherence to contractual obligations. - Identify opportunities for cost optimization and resource efficiency without compromising service quality. 6. Data, Reporting & Analytics Oversight - Oversee collaboration with Workforce Management (WFM) and Business Analytics (BA) teams to ensure accurate, timely, and actionable reporting. - Prioritize and manage reporting needs across internal and client-facing functions. - Ensure data integrity and alignment between operational metrics, financials, and business goals. 7. Risk Management & Compliance - Proactively identify and mitigate operational risks, escalating critical issues to leadership and clients as needed. - Ensure compliance with internal policies, client requirements, and industry regulations. - Lead root cause analysis and corrective action planning for service delivery issues. 8. Cross-Functional Collaboration - Partner with Quality, Training, Product Support, HR, and other internal teams to ensure cohesive and effective operations. - Stay informed on platform updates, policy changes, and product launches to ensure operational readiness and alignment. Qualifications Minimum qualifications - Strong Digital Marketing and Sales component - Bachelor degree with relevant years of Operations experience leading teams size of a min 50 - Relevant years of people management experience, including managing leaders, and a strong desire to develop team members - Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity - Strategic thinker with strong analytical and problem-solving skills - Strong desire to tackle complex problems and deal with rapid changes and ambiguity - Continuous improvement mindset with a desire to design effective business operations - Competent with Microsoft Office Suites. Preferred qualifications - Relevant experience in Order Management, Supply Chain, or similar processes in nature. - Demonstrated ability to work independently, take initiative and follow up on assigned. - Strong communication and interpersonal skills, good at work under pressure. - Highest level of professionalism, self-motivation and sense of urgency. - Ability to remain calm and professional under pressure. - Adaptable and energized by a fast-paced environment Why join Genpact? - Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation - Make an impact – Drive change for global enterprises and solve business challenges that matter - Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities - Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day - Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.