Operations Manager

About Kayana

Kayana is one of the fastest-growing companies, empowering small and medium-sized businesses with cutting-edge technology to compete with larger enterprises in the ordering and payments space. As a disruptive force in the industry, we provide everything from essential point-of-sale systems to advanced solutions like self-service kiosks, enabling brands to scale and succeed

Our mission is simple: to help businesses thrive through innovative technology. With operations across the USA, UK, Europe, Australia, and the Middle East, Kayana is proud to foster an inclusive and dynamic culture. Every employee is supported with a personalized development plan, offering clear and achievable career paths for long-term growth

About You

The Operations Manager will lead and manage the CSR function, ensuring high service standards, efficient team management, and seamless coordination across departments. The role will also provide oversight and support to the Development team as required

Key Responsibilities

• Lead, manage, and develop the CSR team to ensure excellent customer service and operational efficiency
• Gain a strong understanding of Kayana's products, features, and customer requirements to effectively support the team and business needs.
• Manage workforce planning, shift schedules, and resource allocation to ensure adequate coverage and business continuity
• Monitor team productivity, service quality, and performance metrics, implementing improvements where necessary.
• Act as the primary escalation point for operational and customer-related issues within the CSR function.
• Work closely with Project Management, Sales, and Development teams to ensure timely resolution of customer issues and effective communication.
• Provide management oversight and coordination for the Development team when required, including tracking priorities, follow-ups, and ensuring timely delivery of assigned tasks.
• Ensure effective collaboration between the CSR and Development teams to enhance customer experience and operational performance
• Identify process improvement opportunities and implement initiatives to improve efficiency, quality, and customer satisfaction.
• Prepare regular reports and updates on team performance, operational issues, and key initiatives for senior management.

What We’re Looking for :

• Proven experience in customer support, operations management, or a similar leade rship role.
• Strong people management and team leadership skills.
• Excellent organizational, communication, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment
• Experience working with cross-functional teams, including technical or development teams, is preferred.
• Experience within SaaS, hospitality technology, POS, or technology-driven environments would be advantageous

Why Join Us?

At Kayana, you’ll be part of a fast-growing global company where your contributions will make a

direct impact.

• We offer:A clear path for
• career growth.The opportunity to set up and shape the compliance framework for a growing internat
• ional business.A supportive and collaborative environment where your success is celebrated.

Salary: Starting 80,000 INR/Month