3+ Organizational leadership Jobs in India
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Organizational leadership Jobs in MumbaiOrganizational leadership Jobs in Pune
Gurugram
11 - 16 yrs
₹20L - ₹30L / yr
SaaS
Incident management
Process management
Process improvement
Process automation
+24 more
ROLES AND RESPONSIBILITIES:
As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.
YOU WILL-
Incident & Ticket Management:
- Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
- Ensure customer issues are responded to and resolved within defined SLAs
- Drive prioritization, root cause resolution, and engineering coordination across product teams
- Personally manage and de-escalate high-severity issues with customers and internal teams
Process & Metrics Ownership:
- Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
- Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
- Establish strong feedback loops to engineering/product based on recurring issues
RCA & Knowledge Management:
- Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
- Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
- Build and maintain a knowledge base to improve internal resolution efficiency
Customer Interaction:
- Engage with enterprise customers on complex or long-running tickets
- Serve as a trusted escalation point for strategic clients
- Collaborate with Customer Success and Implementation teams for seamless client experience
Collaboration & Leadership:
- Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
- Build and mentor a lean L3 support team or tiger squads when required
- Drive a culture of accountability, learning, and proactiveness in technical support
IDEAL CANDIDATE:
- 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
- Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
- Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
- Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
- Excellent communication skills—able to speak fluently with both customers and engineers
- Data-driven mindset for reporting, insights, and stakeholder updates
- Experience working in retail tech, ERP, or platform businesses is a big plus
PERKS, BENEFITS AND WORK CULTURE:
- Comprehensive health insurance coverage.
- Excellent rewards and recognition policy.
- Transparent compensation policy with no unnecessary deduction in CTC.
- Annual company off-site and a variety of events, celebrations throughout the year.
- Travelling opportunities between our offices across the country.
- Annual company walkathon & related sporting events.
- Quarterly Coffee with CEO.
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Pune
2 - 4 yrs
₹4L - ₹5L / yr
Lead Generation
Client Management
Revenue growth
Sales
cold calling
+1 more
Roles & Responsibilities:
Lead Generation & Prospecting: Identify potential clients via LinkedIn, cold calls, emails, and networking.
Sales & Revenue Growth: Develop sales strategies to meet targets and drive enrollments.
Client Acquisition & Relationship Management: Build strong relationships with students, professionals, and corporate clients.
Pitching & Presentations: Deliver compelling sales presentations and course demos.
Market Research & Competitive Analysis: Stay updated on industry trends and competitor offerings.
Collaboration & Reporting: Coordinate with marketing, operations, and academic teams while maintaining sales reports.
Negotiation & Deal Closure: Handle pricing discussions, close deals, and ensure customer satisfaction.
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Mumbai
15 - 100 yrs
₹50L - ₹100L / yr
Office administration
Human Resources (HR)
Travel management
Event Management
Real estate management
+1 more
Who You'll Work With
You will work in the India office (INO), which currently comprises ~1000 Firm members and external workers. You would oversee, guide and direct operations and strategy for all functions pertaining to Location management, Travel (Air, Ground transportation, Hotels and Guesthouses), Executive Assistants (90 members), Visual Graphics (50 members), Events management for the office, as well as personnel practices for our support staff.
You would work very closely with the Office Manager and senior leadership of the Firm in this role. You will also engage extensively with the Director of Professional Development, Director of Finance and Director of Strategic Initiatives for the India office. You would connect and collaborate with the local Partner group and different office functional teams (e.g., IT/ finance, etc.) besides your regional/ global counterparts.
What You'll Do:
- You would be responsible for end-to-end planning, strategy, and guidance on all activities pertaining to Real estate, Assistants cohort, Visual Graphics, Travel, Events and operations for the office, and personnel management for the support staff.
- You will engage with stakeholders at multiple levels to strategize, manage and problem-solve on-the-job to ensure that the office is compliant with all legal and regulatory requirements surrounding these areas of work.
- You would design and oversee personnel practices for support staff across departments, including recruiting, evaluation, compensation, benefits, training, and development.
- In addition, you would mentor and provide leadership support to functional managers to ensure that high-quality support is provided to consultants; establish and monitor adherence to core processes and policies and constantly innovate support models to continuously enhance efficiency and effectiveness.
- You would be responsible for overseeing physical facilities (e.g., lease arrangements, construction projects), working with leadership and Firm Real Estate to design optimal solutions that balance cost and functionality. You would work with functional managers to develop financial plans and track/report key performance metrics; with office leadership and finance team, manage office support economics and proactively identify and execute improvement opportunities.
- As appropriate, you would need to facilitate external administrative interactions - e.g., government and regulatory bodies, service agents, tax, corporate registrations. As and when needed, you would be required to support office leadership in risk management, including client arrangements, confidentiality and working papers processes, disaster preparations and business continuity planning.
- You would oversee the events function within the office; providing guidance on every event undertaken by the team.
- You would also manage the travel function for INO, driving strategic partnerships and providing oversight on travel operations.
- You would be expected to liaise with Firm/regional leaders and other cells to integrate the office with relevant administrative networks, processes and policies and share and implement best practices where appropriate.
Qualifications :
The ideal candidate will have:
- 15+ years' experience in managing administration, travel and personnel-related operations, strategy, and compliances for a large-sized organization or multinational company
- At least a Bachelor's degree; an MBA would be an added advantage
- Broad business acumen; finance/ operations knowledge will be a plus
- Thorough familiarity with office administration, real estate, personnel management, travel, and events
- Senior presence and ability to develop strong, collaborative relationships with office/practice leaders
- Excellent problem solving, analytic, and project management skills
- Outstanding communication and negotiation skills
- Strong team leadership and people development ability
You will work in the India office (INO), which currently comprises ~1000 Firm members and external workers. You would oversee, guide and direct operations and strategy for all functions pertaining to Location management, Travel (Air, Ground transportation, Hotels and Guesthouses), Executive Assistants (90 members), Visual Graphics (50 members), Events management for the office, as well as personnel practices for our support staff.
You would work very closely with the Office Manager and senior leadership of the Firm in this role. You will also engage extensively with the Director of Professional Development, Director of Finance and Director of Strategic Initiatives for the India office. You would connect and collaborate with the local Partner group and different office functional teams (e.g., IT/ finance, etc.) besides your regional/ global counterparts.
What You'll Do:
- You would be responsible for end-to-end planning, strategy, and guidance on all activities pertaining to Real estate, Assistants cohort, Visual Graphics, Travel, Events and operations for the office, and personnel management for the support staff.
- You will engage with stakeholders at multiple levels to strategize, manage and problem-solve on-the-job to ensure that the office is compliant with all legal and regulatory requirements surrounding these areas of work.
- You would design and oversee personnel practices for support staff across departments, including recruiting, evaluation, compensation, benefits, training, and development.
- In addition, you would mentor and provide leadership support to functional managers to ensure that high-quality support is provided to consultants; establish and monitor adherence to core processes and policies and constantly innovate support models to continuously enhance efficiency and effectiveness.
- You would be responsible for overseeing physical facilities (e.g., lease arrangements, construction projects), working with leadership and Firm Real Estate to design optimal solutions that balance cost and functionality. You would work with functional managers to develop financial plans and track/report key performance metrics; with office leadership and finance team, manage office support economics and proactively identify and execute improvement opportunities.
- As appropriate, you would need to facilitate external administrative interactions - e.g., government and regulatory bodies, service agents, tax, corporate registrations. As and when needed, you would be required to support office leadership in risk management, including client arrangements, confidentiality and working papers processes, disaster preparations and business continuity planning.
- You would oversee the events function within the office; providing guidance on every event undertaken by the team.
- You would also manage the travel function for INO, driving strategic partnerships and providing oversight on travel operations.
- You would be expected to liaise with Firm/regional leaders and other cells to integrate the office with relevant administrative networks, processes and policies and share and implement best practices where appropriate.
Qualifications :
The ideal candidate will have:
- 15+ years' experience in managing administration, travel and personnel-related operations, strategy, and compliances for a large-sized organization or multinational company
- At least a Bachelor's degree; an MBA would be an added advantage
- Broad business acumen; finance/ operations knowledge will be a plus
- Thorough familiarity with office administration, real estate, personnel management, travel, and events
- Senior presence and ability to develop strong, collaborative relationships with office/practice leaders
- Excellent problem solving, analytic, and project management skills
- Outstanding communication and negotiation skills
- Strong team leadership and people development ability
Read more
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