Manager – Digital Operations

About Xerago

Xerago is a global AI-driven digital enterprise that gets inside enterprise systems and makes them run the way they were designed to. For over two decades, Xerago has helped large and mid-market organizations across the world solve complex digital challenges, deliver measurable outcomes, and create sustained impact. We have been delivering Digital Impact to enterprises for over 20 years. Now with AI, we deliver Digital Independence as well.

Xerago solves operational problems through AI-native intelligence across Customer Experience, Data Analytics, MarTech, Cloud, AI, Customer Engagement and Retention, Digital Analytics, Digital Commerce, and Campaign Management — automating workflows and integrating everything into one operating layer teams can control.

50+ Global Clients. 25 Countries. 5 Continents. 100k+ Campaigns. 1B+ Customers Reached.

• Job Location: Chennai | Onsite
• Job Title: Manager – Digital Operations
• Role: Digital Operations Manager
• Department: Digital Operations
• Years of Experience: 6–10 Years

Job Description

As a Manager – Digital Operations at Xerago, you will be responsible for overseeing day-to-day digital operations and ensuring seamless delivery of technology-enabled business processes. You will lead cross-functional teams, drive operational excellence, optimize workflows, and improve service delivery to support business growth and customer success. This role requires strong leadership, operational planning, stakeholder management, and the ability to drive continuous improvement through process optimization and automation.

What You'll Be Responsible For

• Manage and oversee end-to-end digital operations and technology-enabled service delivery.
• Lead, mentor, and develop operations teams to achieve business objectives and operational excellence.
• Monitor operational KPIs, SLAs, productivity, quality, and customer satisfaction metrics.
• Drive process improvements, workflow optimization, and automation initiatives to enhance operational efficiency.
• Identify operational bottlenecks, analyze root causes, and implement effective corrective actions.
• Manage resource planning, capacity utilization, workload balancing, and project prioritization.
• Prepare MIS reports, operational dashboards, and performance reviews for leadership.
• Ensure adherence to company policies, quality standards, compliance requirements, and information security guidelines.
• Support digital transformation initiatives and the adoption of new technologies across operations.
• Collaborate with cross-functional teams to improve service delivery and operational performance.
• Handle client escalations and ensure timely resolution of operational issues.
• Foster a culture of continuous improvement, accountability, and customer-centric delivery.

Mandatory Skills

• 6–10 years of experience in Digital Operations, IT Operations, Project Management, Service Delivery, or Business Operations.
• Minimum 2–3 years of experience leading and managing larger operational teams.
• Strong experience in operations management, service delivery, and process optimization.
• Experience monitoring and managing KPIs, SLAs, productivity, quality, and operational performance.
• Strong resource planning, capacity management, and workload prioritization skills.
• Experience preparing MIS reports, dashboards, and leadership presentations.
• Excellent problem-solving, analytical, and decision-making abilities.
• Strong stakeholder management and client communication skills.
• Experience managing operational escalations and ensuring timely issue resolution.
• Proficiency in Microsoft Office tools, particularly Excel and PowerPoint.

Desired Skills

• Experience driving digital transformation and operational excellence initiatives.
• Exposure workflow automation and process improvement methodologies.
• Knowledge of project management practices and Agile delivery models.
• Familiarity with ITSM, service management, or operational governance frameworks.
• Experience working with enterprise collaboration, reporting, or workflow management tools.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Exposure to quality management and continuous improvement methodologies such as Lean or Six Sigma is an added advantage.
• Experience working in digital services, technology consulting, or managed services organizations.

Attributes We Value

• Strong leadership and people management capabilities.
• Customer-first mindset with a focus on service excellence.
• High ownership, accountability, and execution focus.
• Strong analytical thinking and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to lead teams through change and continuous improvement initiatives.
• Collaborative approach with cross-functional teams.
• Ability to make data-driven decisions and drive operational outcomes.
• Adaptability, resilience, and a continuous learning mindset.
• Commitment to delivering high-quality operational performance and business impact.