Operations Manager

ABOUT OOLIO:

Oolio is a leading B2B SaaS platform transforming how hospitality venues operate and grow. Trusted by more than 22,000 venues, we power mission-critical POS, payments, online ordering, kiosks, loyalty, kitchen management, and real-time insights — all within one connected ecosystem.

We are building the operating system for modern hospitality — simplifying complex operations, accelerating service, and unlocking smarter, data-driven decisions. Built by hospitality professionals with decades of industry experience, we understand the realities of every shift, every service rush, and every guest interaction. From cafés and quick-service restaurants to pubs, multi-site groups, and stadiums, Oolio enables venues to operate seamlessly at scale. With next-business-day settlements, powerful third-party integrations, and 24/7 real human support, we go beyond software — we become long-term partners in growth.

As a rapidly scaling product-led organisation, we’re shaping the future of hospitality technology.

We build the technology backbone that powers modern hospitality businesses to perform, compete, and thrive at scale.

ROLE SUMMARY:

At Oolio, the Operations Manager – India will own and scale the end-to-end customer onboarding, implementation, and support operations for our POS ecosystem. This role is critical in transitioning Oolio from a strong foundational 0–1 setup into a scalable 1–100 operations model, building robust systems, processes, and teams that enable long-term growth.

You will act as the operational backbone between customers, Product, Engineering, Sales, and Customer Success, ensuring seamless deployments, strong customer support experiences, and the creation of scalable operational frameworks that support rapid business expansion across hospitality and retail markets.

This is a hands-on leadership role for someone who thrives in building from scratch, structuring chaos into systems, and scaling customer-facing operations in a high-growth SaaS environment.

RESPONSIBILITIES:

• Own and scale end-to-end customer onboarding and implementation processes, transitioning from early-stage execution to a structured, scalable onboarding engine (0–1 to 1–100 ownership).
• Design, build, and continuously improve onboarding frameworks, implementation methodologies, support workflows, and operational playbooks from the ground up.
• Manage customer onboarding projects including requirements gathering, configuration, testing, training, go-live planning, and post-launch support.
• Lead day-to-day support operations, ensuring customer issues are resolved within agreed SLAs and service standards.
• Act as the primary escalation point for critical customer issues, service disruptions, and operational incidents.
• Build, structure, and scale a high-performing team of onboarding specialists and support professionals.
• Define and implement operational KPIs, dashboards, reporting systems, and service performance metrics to enable data-driven decision-making.
• Identify recurring issues and operational bottlenecks, driving root cause analysis and long-term scalable fixes.
• Collaborate closely with Product and Engineering teams to troubleshoot complex issues and improve platform stability and customer experience.
• Manage customer communications during implementations, upgrades, incidents, and service-impacting events.
• Create and maintain customer-facing documentation, training materials, knowledge base articles, and SOPs.
• Drive continuous improvement initiatives focused on scalability, automation, efficiency, and customer satisfaction.
• Coordinate cross-functional execution across Product, Engineering, Sales, Customer Success, and external integration partners.
• Support customer training programs and ensure successful product adoption across customer segments.
• Ensure operational processes evolve in line with company growth, expanding customer base, and enterprise requirements.
• Participate in strategic planning for scaling operations, team structure, and service delivery models.

REQUIREMENTS:

• Role: Operations Manager - India
• Experience: 8 – 15 Years (Customer Operations, POS Support, Implementations, Service Delivery, Hospitality Technology, or SaaS Operations)
• Education: Preferred – B.Tech/B.E/M.Sc/MBA/M.S/MCA/Any relevant Bachelor's or Master's Degree

Other Requirements:

• Mandatory experience working with POS solutions in hospitality, restaurant, retail, or related technology environments.
• Proven experience managing customer onboarding, implementations, support operations, and service delivery.
• Demonstrated experience in building, scaling, and optimizing operational processes, teams, and customer support functions in a high-growth environment.
• Strong understanding of POS configurations, workflows, integrations, and customer operational requirements.
• Experience managing customer escalations and driving resolution of complex operational and technical issues.
• Demonstrated ability to improve operational processes, onboarding frameworks, and support methodologies.
• Strong stakeholder management, project management, and cross-functional collaboration skills.
• Experience working closely with Product and Engineering teams to improve customer outcomes and product adoption.
• Excellent analytical, problem-solving, organizational, and communication skills.
• Ability to manage multiple customer implementations and operational priorities simultaneously.
• Experience building and leading high-performing customer-facing teams.
• Ability to establish scalable operational frameworks, KPIs, SOPs, and best practices that support rapid business growth.
• Familiarity with payment processing, third-party integrations, and hospitality technology ecosystems.
• Experience working in SaaS or product-based organizations is highly preferred.
• ITIL, Service Management, or Customer Success certifications are advantageous.