Operations manager (client onboarding) (Haldwani)

About Ai Sensy Ai Sensy is a Whats App-based Engagement and Marketing Platform that enables businesses to drive customer engagement, retention, and revenue growth through Whats App Trusted by over 210,000 businesses, Ai Sensy facilitates more than 800 crore Whats App messages annually between businesses and their customers. The platform powers billions of customer interactions every year and continues to scale rapidly Ai Sensy works with leading brands such as Delhi Transport Corporation, Vivo, Physics Wallah, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Yakult, and Cosc o. Businesses using Ai Sensy generate 25%80% of their revenue through Whats App engagement and marketing initiatives powered by the platfo rm. Ai Sensy is a mission-driven, high-growth startup backed by Marsshot.vc, Bluelotus.vc, and 50+ angel investo rs. Role Over view We are looking fo r an Operations Manager Client Onboar ding to lead and scale our customer onboarding function. This role will own the end-to-end onboarding journey, ensuring customers achieve successful platform activation and value realization as quickly as poss ible. You will be responsible for designing scalable onboarding processes, improving operational efficiency, managing onboarding teams, and collaborating with cross-functional stakeholders to deliver a world-class customer exper ience. The ideal candidate has strong experience in Saa S onboarding, operations management, process optimization, stakeholder management, and customer lifecycle mana gement. Key Responsi bilities Client Onboarding & A ctivation Own and manage the end-to-end customer onboarding lifecycle from post-sales handoff to successful ac customers are onboarded efficiently and achieve their initial business objectives on the Ai Sensy onboarding milestones, success criteria, and activation fr ameworks. Drive faster time-to-value and platform adoption for new c ustomers. Process Improvement & Operational Excellence Design, document, and continuously optimize onboarding workflows, SOPs, and operational processes. Identify bottlenecks and implement scalable solutions to improve onboarding efficiency and customer e xperience. Build automation frameworks to reduce manual effort and improve onboarding t hroughput. Establish onboarding governance and quality standards. Team Leadership & Performance Management Lead, mentor, and develop onboarding specialists and operations te am members. Define team KPIs, performance metrics, and service standards. Conduct regular reviews, coaching sessions, and proces s training. Build a high-performance culture focused on customer success and operational excellence. Customer Training & ; Enablement Develop onboarding playbooks, implementation guides, training resources, and customer educati on programs. Oversee customer training sessions, webinars, and product adoption customers are equipped to maximize platform utilization and busine ss outcomes. Data, Reporting &a; mp; Analytics Track and analyze onboarding KP Is including: Time- to-Activation Ac tivation Rate Onboarding Co mpletion Rate Customer Satisf action (CSAT)Ear ly Churn Rate Ado ption Metrics Generate actionable insights and recommendations to improve onboarding performance. Build dashboards and reporting mechanisms for leadershi p visibility. Cross-Functional Collaboration Partner closely with Sales, Customer Success, Product, Engineering, and Support teams. Improve handoff processes between teams to ensure a seamless cus tomer journey. Act as the voice of the customer and provide feedback to internal stakeholders. Drive alignment on customer expectations and implement ation success. Required Qualifications Bachelor's degree in Business, Operations, Engineering, Management, or a related field.58 years of experience in Customer Onboarding, Implementation, Operations, Customer Success, or S aa S + years of experience leading onboarding, implementation, or custome r-facing teams. Strong understanding of Saa S customer lifecycle management and onboarding best practices. Experience with CRM and onboarding platforms such as Hub Spot, Salesforce, Zendesk, Freshdesk, or similar tools. Strong process improvement and operational exce llence mindset. Excellent stakeholder management and commun ication skills. Solid analytical and problem-solvin g capabilities. Ability to manage multiple onboarding projects simultaneously. Preferre d Qualifications Experience working in Saa S, Mar Tech, CRM, Messaging, CPaa S, or Customer Engag ement with Whats App Business API and customer communic ation implementing automation and workflow optimizat ion of onboarding analytics, customer health scoring, and lifec ycle management. Prior startup or high-growth com pany experience. Why Join Ai Sensy Lead onboarding operations for one of India's .