Director of Digital Operations, India

2 Days ago • 10 Years +

About the job

Summary_{By Outscal}

We are seeking a dynamic and results-driven Director of Digital Operations to join our global team. Based in Bangalore, India, this role will focus on supporting the global functions of technical onboarding, 24/7 support, analytics, and administrative services. As a key leader, you will drive the operational excellence of our digital solutions while collaborating closely with cross-functional teams to deliver seamless, data-driven, and high-quality services.

This position will play a critical role in building and curating our Bangalore-based team, working alongside our engineers and data scientists in CPO and the Fluence Services Team counterparts to attract, develop, and retain top talent. Additionally, this role will support data analytics of customer information, providing valuable insights to enhance our service delivery and help build upon regional resource capabilities. The ideal candidate will have a strong background in operations, team leadership, and technical integration within a global context.

Key Responsibilities:

1.Operations Management:

oOversee India based operations, including technical onboarding, 24/7 support, analytics support, and centralized administrative functions, ensuring alignment with global standards and strategic objectives.

oLead the Bangalore-based team in executing day-to-day operations with a focus on efficiency, quality, and customer satisfaction.

2.Technical Onboarding and Integration:

oManage the end-to-end onboarding process for new customers, ensuring seamless technical integration of our digital products and services.

oCollaborate with Technical Account Managers, Solutions Engineers, and other stakeholders to optimize onboarding workflows and improve customer experiences.

oMapping the asset data into the Fluence schema (Excel, Python, SQL)

oValidating the data

3.24/7 Support Coordination:

oEstablish and maintain a robust 24/7 support framework to address customer needs across time zones, providing prompt and effective resolutions.

oImplement best practices in support management, including incident tracking, escalation procedures, and continuous service improvement.

4.Data Analytics and Customer Insights:

oSupport regional team when needed with reporting and analysis of customer data to extract insights that drive operational improvements, enhance customer experience, and inform strategic decision-making.

oCollaborate with Data Science teams to develop analytics tools, dashboards, and reports that support global functions and provide visibility into key performance metrics.

oUse customer data to identify trends, forecast needs, and develop actionable strategies that improve service delivery and resource allocation.

5.Administrative Functions:

oOversee administrative functions related to digital operations, ensuring compliance with internal processes, data integrity, and documentation standards.

oStreamline administrative workflows to enhance operational efficiency and reduce manual efforts.

6.Team Building and Talent Development:

oPartner with the CPO and Services Team to recruit, onboard, and develop top talent in Bangalore, building a high-performing team that supports global operational goals.

oFoster a culture of collaboration, continuous learning, and innovation within the team, providing mentorship and professional growth opportunities.

7.Stakeholder Collaboration and Regional Resource Development:

oWork closely with regional and global stakeholders, including Technical Account Managers, Solutions Engineers, and other cross-functional teams, to ensure cohesive and consistent service delivery.

oEnhance regional resource capabilities by identifying gaps, recommending training, and developing regional expertise to support global operations effectively.

oRegularly communicate operational performance, challenges, and opportunities to senior leadership, providing data-driven recommendations for improvement.

8.Process Optimization and Continuous Improvement:

oIdentify areas for process optimization and implement improvements to enhance operational efficiency, reduce costs, and elevate service quality.

oLeverage technology and automation to streamline processes and drive innovation in digital operations.

Qualifications:

•Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field; a Master’s degree is a plus.

•10+ years of experience in digital operations, technical support, or a similar role, with at least 5 years in a leadership capacity.

•Proven experience in managing global functions, including technical onboarding, 24/7 support, analytics, and administrative operations.

•Strong understanding of digital products, technical integration, and customer onboarding processes.

•Experience with data analytics, customer insights, and using data to drive operational improvements and strategic decisions.

•Demonstrated ability to lead, develop, and scale high-performing teams in a global context.

•Excellent communication, collaboration, and stakeholder management skills.

•Proficiency in data analytics tools and platforms; experience with reporting and dashboarding is highly desirable.