Operations Executive – Escalations Full Time

The Operations Executive will be responsible for driving end-to-end ownership of key operational projects, preventive initiatives, and structured problem-solving efforts across the business. The role requires a strong focus on execution excellence, data-backed decision-making, stakeholder coordination, and closure of long-term solutions for recurring issues.

This role is suited for someone who is highly detail-oriented, analytical, and proactive in identifying gaps, improving processes, and ensuring operational challenges are addressed through sustainable and scalable interventions. The individual is expected to work closely with cross-functional teams to improve visibility, strengthen execution, and support business performance through data, dashboards, and actionable insights.

Operations, Analytics, Program Management, Customer Experience, Escalation Management

• Track, follow up on, and ensure closure of preventive measures and long-term action items arising from operational issues, escalations, and project reviews.
• Create, manage, and maintain dashboards to monitor key performance indicators, project progress, issue trends, and operational health.
• Ensure accuracy, consistency, and availability of operational data for effective reporting and decision-making.
• Conduct deep-dive analysis to identify recurring patterns, operational gaps, and improvement opportunities.
• Identify fundamental issues and drive scalable, sustainable solutions instead of short-term fixes.
• Prepare structured and insightful Root Cause Analyses for escalations, recurring challenges, and business-critical incidents.
• Coordinate with cross-functional stakeholders to drive alignment, accountability, and timely execution of projects and improvement initiatives.
• Support end-to-end execution of operational projects, ensuring clear ownership, strong follow-through, and timely delivery.
• Proactively identify risks, highlight concerns early, and recommend corrective actions to improve operational efficiency and business outcomes.
• Contribute to process improvement initiatives by recommending and implementing frameworks that strengthen execution and reduce repeat issues.
• Maintain trackers, reports, and review mechanisms that help monitor progress and ensure closure across key initiatives.

Skills & Qualifications

• 3+ years of relevant experience in MIS (primary requirement/preference), operations, business operations, project coordination, escalation management, analytics, or related functions.
• Graduate: Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Proficiency in Excel and/or Google Sheets; experience with dashboards and reporting tools will be an advantage.
• Strong attention to detail and comfort working with large datasets, trackers, and structured reviews.
• Good stakeholder management skills with the ability to collaborate across multiple teams.
• Clear written and verbal communication skills, especially for documentation, reporting, and RCA creation.
• Ability to manage multiple priorities simultaneously and ensure timely execution.
• Strong ownership mindset with the ability to independently drive tasks to closure.
• Prior experience in operations, program management, business operations, escalation handling, analytics, or process improvement roles will be preferred.