Head of Service Operations India

Entrata is looking for a seasoned and proactive visionary for the Head of Service Operations position to guide our expanding Pune, India workforce. This critical leadership role involves the comprehensive management, expansion, and modernization of our 24x7 operational units in India. Reporting to the Managing Director, India, the successful candidate will partner with executive leaders across the US and India, including R&D, Implementation, and Global Support.
The core objective involves overseeing established shared services encompassing Voice Support, Data Entry, and Invoice/Data Processing while executing a strategic growth plan for the India office. Central to this mandate is leading our AI Transformation initiative, where the integration of Generative AI, agentic workflows, and advanced automation will be utilized to minimize manual tasks and maximize process efficiency. We require a leader with a demonstrated history of cultivating high-performance, round-the-clock teams and implementing AI-driven solutions within a SaaS environment.

Responsibilities will Include

- Operational Leadership: Provide strategic leadership and direction to the India-based operational teams across Voice, Data Entry, Invoice Processing, and Data Export, ensuring flawless 24x7 execution and alignment with global company objectives.

- Team Management: Directly manage and mentor a diverse, multi-tier team of operational professionals across multiple functions, fostering a culture of high performance, collaboration, and innovation. Oversee complex shift rostering, capacity planning, and business continuity across a 24x7 schedule

- Shared Services Expansion: Develop and execute a strategic plan for transitioning additional operational functions to the India office, focusing on cost reduction, process improvement, and service level optimization. This includes identifying suitable functions, planning the transition, and managing the successful execution.

- Operational Excellence: Drive excellence across all managed teams by implementing best practices, streamlining processes, and ensuring both human and AI-assisted workflows meet strict quality assurance (QA) benchmarks

- Budget Management: Develop and manage the operational budget for the India teams, ensuring cost-effectiveness and maximizing ROI.

- Cross-functional Collaboration: Collaborate closely with India R&D, Support, IT, and global stakeholders to ensure seamless integration of operational strategies and secure rollout of AI platforms..

- Performance Monitoring: Establish strict Service Level Agreements (SLAs) and KPIs (e.g., Deflection Rates, Average Handling Time reduction) to track performance, providing regular reports to the Managing Director and stakeholders

- AI & Automation Transformation: Audit end-to-end manual workflows to identify bottlenecks and aggressively deploy AI tools (e.g., Generative AI, Intelligent Document Processing, RPA) to reduce manual handling and drive significant FTE efficiency.

Minimum Qualifications

- 15+ years of progressive experience in operations management, shared services, or BPO environments.

- Proven track record of managing and scaling 24x7 operational environments supporting Voice, Data, and Document Processing.

- Demonstrated experience successfully implementing AI tools, RPA, or automation platforms into production, resulting in quantifiable efficiency gains and reduced manual handling.

- Proven ability to oversee multiple technical and operational functions, ensuring alignment with company objectives and delivering scalable, high-quality services.

- Exceptional ability to collaborate with cross-functional teams globally (R&D, Implementation, Support) to drive operational efficiencies.

- Excellent analytical, problem-solving, and decision-making skills, specifically translating operational data into automation opportunities.

- Experience with India operations and deep familiarity with the local business environment in Pune.

- Bachelor's or advanced technical degree.

- Deep knowledge of specific AI platforms (e.g., UiPath, Kore.ai, Agentforce, Document AI tools) and operational analytics.

- Proven track record of successfully transitioning operational functions to lower-cost locations while modernizing the technology stack.

- Experience in the SaaS industry and familiarity with modern operational tech stacks.

- Deep understanding of operational excellence methodologies (Lean, Six Sigma) alongside modern AI integration frameworks

Preferred Qualifications

- AI Integration: Proactively leverages company-approved GenAI tools to automate routine tasks and accelerate high-value deliverables.

- Strategic Oversight: Functions as the "Human-in-the-Loop," taking full accountability for auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.

- Data Governance: Adheres strictly to AI security protocols, ensuring no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.

- Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

- Maintain professional interactions with internal and external stakeholders

- Ability to work in a fast-paced and high-stress environment

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?