Awign - General Manager - Operations

Company Profile / Description

Awign is a "work-as-a-service" platform that empowers enterprises to execute diverse work requirements through a network of 1.5 million gig workers. We cater to a wide range of enterprise needs, including promoter deployment, retail/SOP audits, merchant and seller onboarding, telecalling services, EdTech solutions, content moderation, catalog operations,loyalty-and-rewards,omni-staffing and expert staffing.

Job Overview

The General Manager - Operations will lead and scale end-to-end business operations for a "work as a service" organisation. This role typically involves execution of multiple large projects that could be field-based or remote execution - across grey-collar domains. The ideal candidate brings strong execution rigour, delivery of results, the ability to build scalable operational systems, and proven experience managing large, distributed teams in a high-growth environment.

Primary Responsibilities

• Operational Strategy & Execution : Define and execute operational strategies to drive efficiency, scalability, service quality, and cost optimisation across business operations.Translate business objectives into structured operating plans with clear ownership, governance, and measurable outcomes.
• Leadership & Team Management : Lead, mentor, and scale multi-layered operations teams including central operations, field leadership, and partner/vendor networks. Build a high-ownership, performance-driven culture with strong accountability and collaboration.
• Service Quality & Process Excellence : Design and implement SOPs, quality frameworks, audits, and continuous improvement mechanisms to meet client SLAs and service standards. Drive root-cause analysis and corrective action planning to improve execution reliability.
• Client Experience & Stakeholder Management : Own client satisfaction by proactively managing escalations, strengthening communication, and ensuring consistent service delivery. Act as the primary operational interface between clients, service providers, and internal stakeholders.
• Resource Planning & Deployment: Plan and optimize workforce deployment, vendor capacity, territory coverage, and operational infrastructure to meet business demand. Oversee onboarding, performance management, and productivity of service providers and partners.
• Financial & Cost Ownership: Own operational budgets, P&L , track expenses, and identify cost-efficiency and productivity improvement opportunities. Improve unit economics without compromising service quality.
• Performance Management & Analytics: Define, monitor, and report key operational KPIs covering productivity, quality, turnaround time, cost, and client satisfaction. Use data-driven insights to guide decisions and scale best practices.
• Risk, Compliance & Governance :Identify operational risks and implement mitigation strategies to ensure business continuity. Ensure compliance with applicable regulatory, legal, and industry standards.
• Process Documentation & Enablement : Build and maintain detailed process documentation, SOPs, and playbooks for operations, field execution, and partner onboarding.