About Beyond Key:
We are a Microsoft Gold Partner and a Great Place to Work-certified company. "Happy Team Members, Happy Clients" is a principle we hold dear. We are an international IT consulting and software services firm committed to providing. Cutting-edge services and products that satisfy our clients' global needs. Our company was established in 2005, and since then we've expanded our team by including more than 350+ Talented skilled software professionals. Our clients come from the United States, Canada, Europe, Australia, the Middle East, and India, and we create and design IT solutions for them. If you need any more details, you can get them at
https://www.beyondkey.com/about.
Role Summary
The
Head of Operations – India
will be responsible for building, scaling, and leading Client’s India operations as a high-impact global capability center. This leader will own end-to-end delivery across customer support, technical services coordination, video classification, system monitoring, system design, data operations, and back-office functions.
This is a
builder + operator role
—requiring someone who can stand up the India entity from the ground up while also driving operational rigor, global alignment, and continuous improvement. The role will be a key extension of the global leadership team, with direct accountability for service quality, scalability, and cost efficiency.
Key Responsibilities
1. India Center Strategy & Buildout
Lead the
end-to-end setup of the India operations hub
(Hyderabad), including entity establishment, facility setup, compliance, and infrastructure.
Define the org structure and roadmap to scale from initial team to a multi-functional capability center including transition from Beyond Key to Client India entity.
Establish India as a
center of excellence
for global support, not just a cost center.
2. Service Delivery & Operations Leadership
Own day-to-day operations across:
Customer support
System Monitoring
Site Design
Video Classification
Technical support coordination
Data processing operations
Ensure
consistent SLA adherence, service quality, and customer satisfaction
across global customers.
Build a
follow-the-sun support model
aligned with U.S. and global operations.
3. Global Integration & Cross-Functional Leadership
Act as the
primary bridge between India and global teams
.
Partner closely with:
Field Operations & Service
Engineering & Product
Customer Success / GTM
Business Intelligence
Finance, HR, and IT
Drive seamless
workflow transitions and knowledge transfer
into India.
4. Process Excellence & Automation
Standardize and optimize core operational workflows across regions.
Identify and implement
automation opportunities
(ticketing, dispatch, monitoring, reporting).
Establish
real-time operational dashboards
and performance visibility.
5. Talent Strategy & Organizational Leadership
Build and lead a
high-performing, scalable team
across support, dispatch, and back-office functions.
Develop
strong frontline leadership and succession pipeline
.
Foster a culture of:
Accountability
Customer-first mindset
Continuous improvement
6. Governance, Compliance & Cost Management
Ensure full compliance with
Indian labor laws, statutory requirements, and corporate policies
.
Manage vendors, partners, and third-party service providers.
Deliver
cost efficiency targets
while maintaining service quality.
7. Executive Reporting & Performance Management
Define and track KPIs across service delivery, cost, and team performance.
Provide
regular updates to executive leadership
on progress, risks, and opportunities.
Drive a
data-driven operating cadence
(weekly/monthly reviews).
Key Skills & Experience
Required
10–15+ years of experience in
operations leadership
, preferably in global service delivery, BPO/KPO, or technology-enabled services.
Proven track record of
building and scaling offshore/global capability centers (GCCs)
.
Strong experience managing
24/7 operations and distributed global teams
.
Deep understanding of
India operating environment
(compliance, hiring, vendor ecosystem).
Expertise in
service operations tools
(ticketing systems, workforce management, CRM/ERP platforms).
Excellent
stakeholder management and executive communication skills
.
Preferred
Experience in
retail technology, IoT, field service, or hardware-enabled SaaS environments
.
Familiarity with
U.S. operating models and customer expectations
.
MBA or equivalent advanced degree.
KPIs & Success Metrics (Year 1 Focus)
India operations hub successfully launched by
[Target Date]
Hiring and onboarding of
50+ FTEs
within first 8 months
SLA adherence ≥ 95%
across all service functions
Measurable
cost efficiency vs. legacy operations
Customer satisfaction (CSAT) ≥ 90%
Successful transition of
3–5 core workflows
to India
Employee engagement score ≥ 85%
Travel Requirements
Domestic (India):
As needed for hiring, vendor management, and expansion planning
International:
Periodic travel to U.S. and/or other global sites (1–2 times per year)
