About Beyond Key:
We are a Microsoft Gold Partner and a Great Place to Work-certified company. "Happy Team Members, Happy Clients" is a principle we hold dear. We are an international IT consulting and software services firm committed to providing. Cutting-edge services and products that satisfy our clients' global needs. Our company was established in 2005, and since then we've expanded our team by including more than 350+ Talented skilled software professionals. Our clients come from the United States, Canada, Europe, Australia, the Middle East, and India, and we create and design IT solutions for them. If you need any more details, you can get them at https://www.beyondkey.com/about.
Role Summary
The Head of Operations – India will be responsible for building, scaling, and leading Client’s India operations as a high-impact global capability center. This leader will own end-to-end delivery across customer support, technical services coordination, video classification, system monitoring, system design, data operations, and back-office functions.
This is a builder + operator role—requiring someone who can stand up the India entity from the ground up while also driving operational rigor, global alignment, and continuous improvement. The role will be a key extension of the global leadership team, with direct accountability for service quality, scalability, and cost efficiency.
Key Responsibilities
1. India Center Strategy & Buildout
- Lead the end-to-end setup of the India operations hub (Hyderabad), including entity establishment, facility setup, compliance, and infrastructure.
- Define the org structure and roadmap to scale from initial team to a multi-functional capability center including transition from Beyond Key to Client India entity.
- Establish India as a center of excellence for global support, not just a cost center.
2. Service Delivery & Operations Leadership
- Own day-to-day operations across:
- Customer support
- System Monitoring
- Site Design
- Video Classification
- Technical support coordination
- Data processing operations
- Ensure consistent SLA adherence, service quality, and customer satisfaction across global customers.
- Build a follow-the-sun support model aligned with U.S. and global operations.
3. Global Integration & Cross-Functional Leadership
- Act as the primary bridge between India and global teams.
- Partner closely with:
- Field Operations & Service
- Engineering & Product
- Customer Success / GTM
- Business Intelligence
- Finance, HR, and IT
- Drive seamless workflow transitions and knowledge transfer into India.
4. Process Excellence & Automation
- Standardize and optimize core operational workflows across regions.
- Identify and implement automation opportunities (ticketing, dispatch, monitoring, reporting).
- Establish real-time operational dashboards and performance visibility.
5. Talent Strategy & Organizational Leadership
- Build and lead a high-performing, scalable team across support, dispatch, and back-office functions.
- Develop strong frontline leadership and succession pipeline.
- Foster a culture of:
- Accountability
- Customer-first mindset
- Continuous improvement
6. Governance, Compliance & Cost Management
- Ensure full compliance with Indian labor laws, statutory requirements, and corporate policies.
- Manage vendors, partners, and third-party service providers.
- Deliver cost efficiency targets while maintaining service quality.
7. Executive Reporting & Performance Management
- Define and track KPIs across service delivery, cost, and team performance.
- Provide regular updates to executive leadership on progress, risks, and opportunities.
- Drive a data-driven operating cadence (weekly/monthly reviews).
Key Skills & Experience
Required
- 10–15+ years of experience in operations leadership, preferably in global service delivery, BPO/KPO, or technology-enabled services.
- Proven track record of building and scaling offshore/global capability centers (GCCs).
- Strong experience managing 24/7 operations and distributed global teams.
- Deep understanding of India operating environment (compliance, hiring, vendor ecosystem).
- Expertise in service operations tools (ticketing systems, workforce management, CRM/ERP platforms).
- Excellent stakeholder management and executive communication skills.
Preferred
- Experience in retail technology, IoT, field service, or hardware-enabled SaaS environments.
- Familiarity with U.S. operating models and customer expectations.
- MBA or equivalent advanced degree.
KPIs & Success Metrics (Year 1 Focus)
- India operations hub successfully launched by [Target Date]
- Hiring and onboarding of 50+ FTEs within first 8 months
- SLA adherence ≥ 95% across all service functions
- Measurable cost efficiency vs. legacy operations
- Customer satisfaction (CSAT) ≥ 90%
- Successful transition of 3–5 core workflows to India
- Employee engagement score ≥ 85%
Travel Requirements
- Domestic (India): As needed for hiring, vendor management, and expansion planning
- International: Periodic travel to U.S. and/or other global sites (1–2 times per year)
