Wishup - Head - Operations

About the role:
Wishup is Indias largest remote work platform (since 2017), connecting global businesses with top remote professionals in roles such as Virtual Assistants, Operations/Admin Managers, Executive Assistants, Project Managers, Bookkeepers, and Accountants. With a stringent 0.1% acceptance rate, each professional is upskilled and managed via our AI-based remote work tool. Backed by marquee investors (Orios Ventures, Inflection Point Ventures, 500 Startups, and Tracxn Labs), Wishups leadership team includes alumni from premier institutes like IIT Madras, IIM Ahmedabad, IIT Kanpur, and DCE.
Role Details:
- Profile: Head of Operations
- Role: Full-time
- Grade: Sr Manager / AVP
- Location: Bengaluru (Work from Office)
- Work hours: Mon to Fri / US Shift (6:30 pm 3:30 am IST)
Role Mandate:
- Own end-to-end delivery across all clients and virtual assistants.
- Build a scalable, high-quality delivery engine that directly drives client retention, satisfaction, and consistency at scale.
Roles & Responsibilities:
- Own the complete delivery lifecycle across all clients.
- Ensure SLAs, KPIs, and delivery standards are consistently met.
- Be accountable for delivery-driven retention outcomes.
- Lead and scale VA Managers, Trainers, and frontline delivery teams.
- Set clear ownership, performance expectations, and review cadence.
- Build leadership depth and reduce dependency on individual performers.
- Design and enforce delivery frameworks, SOPs, and workflows.
- Drive consistency and quality across clients at scale.
- Improve delivery efficiency without compromising outcomes.
- Act as the final escalation owner for delivery failures.
- Resolve issues decisively and implement root-cause fixes.
- Decide when to retrain, reassign, reset, or exit delivery scenarios.
- Own delivery metrics, dashboards, and performance reviews.
- Identify trends, risks, and gaps using data.
- Drive improvement through training, process changes, and automation.
- Partner with Sales, Customer Success, Product, and Talent teams.
- Align onboarding, resourcing, training, and delivery expectations.
- Push back on over-commitments that risk delivery quality.
- Own capacity planning, utilization, and workforce allocation.
- Ensure delivery continuity through redundancy and transition planning.
- Anticipate scale risks before they impact clients.
What Were Looking For:
- 5+ years in Delivery Operations, Operations Leadership, or Program Management in a B2B / services environment.
- Proven ownership of delivery quality, SLAs, escalations, and retention outcomes.
- Experience leading multi-layered teams (managers, trainers, frontline).
- Strong process and data mindset; able to scale operations without quality loss.
- Comfortable handling high-stakes escalations and cross-functional trade-offs.
- High ownership mindset; thrives in ambiguity and fast-paced environments.
- Tier-1 engineering graduate preferred.
What's in it for you:
- Performance-driven and transparent work culture.
- Enjoy a culture with opportunities for growth and learning.