TruCredentials - Senior Operations Manager

At Trential, we're building a new way for people and businesses to manage their identities and official documents (like degrees, licenses, or passports) online.

What We Do:

- Establish Trust Online: We help organizations and people prove who they are and what they know in any digital interaction-safely and instantly.

• Give Users Control: We put you back in charge of your own identity. Instead of tech giants holding your data, you get to decide what information you share, when you share it, and with whom.
• Make Credentials Global: We make your official documents accessible everywhere with a single tap, securely and privately.

How We Do It: We use the latest technology-specifically, an international standard called W3C Verifiable Credentials-to develop applications to solve for the essential missing identity layer for the internet. Our mission is to transform how identity works in the digital world, making it private, secure, and user controlled.

What you'll be doing-

We're looking for a Sr. Operations Manager who can bring structure, scalability, and customer-centric thinking to our operations. This is a high-impact role that sits at the intersection of customer success, process building, and operational efficiency.

• 1. Own and optimize end-to-end operational workflows across customer interactions and internal business processes.
• 2. Design and scale operational systems, SOPs, and automation frameworks to improve efficiency, consistency, and business scalability.
• 3. Build dashboards and KPI frameworks, analyze operational data, and drive continuous process improvements through data-driven insights.
• 4. Implement automation across customer operations using CRM platforms, AI tools, no-code solutions, IVR, and workflow automation tools.
• 5. Partner with Product, Engineering, Customer Success, and Business teams to solve operational challenges and build scalable, customer-centric processes.
• 6. Define, track, and improve key operational metrics, including NPS, CSAT, SLA adherence, TAT, FRT, Resolution Time, Escalation Rate, Productivity, and Operational Cost.
• 7. Lead teams across customer support, background verification, and customer communication functions, ensuring high-quality service delivery and resource utilization.
• 8. Anticipate operational bottlenecks, drive cross-functional execution, and implement scalable solutions to support business growth.

What we're looking for:

• 5+ years in Operations, Business Operations, Customer Success Operations, Revenue Operations, Process Excellence, or Program Management in a high-growth environment.
• Strong understanding of customer success and operational excellence frameworks, including NPS, CSAT, SLA management, Root Cause Analysis (RCA), process improvement, and KPI-driven operations.
• Proven experience designing and scaling operational processes, SOPs, and workflow automation in high-growth or high-volume environments.
• Hands-on experience with CRM platforms, customer support systems, workflow automation tools, and preferably calling/IVR platforms (e.g., Exotel, MyOperator, Knowlarity).
• Ability to operate in ambiguity and take end-to-end ownership
• Experience managing resources and driving performance.

You'll stand out, if you have:

• Experience in identity verifications /customer operations-heavy setups.
• Experience in startup or scaling environments
• Familiarity with automation / no-code tools / workflow tools