Senior Operations Manager (US based BPO) (HITEC City)

Job Title: Center Head / Project Manager - US E-commerce Chatbot Support (BPO) - Hyderabad Company: A2Incubation LLP (ASSOCIATS OF Aasha Agrotech Associates Raipur )⁶/ Hydrabad , Telangana (HITEC City / Gachibowli ) Job Type: Full-time | Permanent Experience: 3-5 years in same field Salary: ₹ 09,00,000 - ₹ 15,00,000 P.A. (Best in Industry + Night Shift Allowance + other facilities Performance Bonus) Education: Any Graduate (BBA/BCA/B.Tech/MBA preferred) Role Summary We are rapidly expanding our US E-commerce Chatbot Support operations in Hyderabad. We are looking for a dynamic Operations/ Project Manager who can build and scale a high-performing chatbot support center from 30 seats to 300 seats across 3 shifts (US timings). Key Responsibilities End-to-end management of US E-commerce Chatbot Support process (AI-assisted chat, live chat, customer queries on orders, returns, tracking etc.) Build & lead team from 30 seats → 300 seats in next 12 to 24 months Manage 3 shifts (US night shifts) with 100% SLA adherence Monitor & improve key metrics: CSAT, AHT, FCR, Chat Volume, Agent Productivity Chatbot performance optimization, escalation handling & AI-human handoff Training, quality assurance, team motivation & attrition control Daily/weekly reporting to leadership & US clients Process improvement & scaling strategy Requirements *3-5 years experience in US E-commerce* Chatbot / Chat Support / Non-Voice BPO (must) Proven experience of managing minimum 30+ seats & scaling team operations Excellent command over English (US neutral accent preferred) Strong leadership & people management skills Hands-on with CRM, Chatbot tools (Zendesk, Intercom, Salesforce, LiveChat etc.) Graduate (any stream) Ready to work in rotational/night shifts What We Offer Attractive salary + high performance incentives Cab facility for night shifts Fast growth (300 seats target) International exposure with US clients Immediate joining preferred How to Apply Interested candidates can apply with latest resume or WhatsApp on 9981128844 / 7974735897 or Email a2incubation@gmail .com Job Types: Full time, Permanent Pay: ₹900,000.00 - ₹1,500,000.00 per year Benefits: - Health insurance - Provident Fund Education: - Bachelor's (Preferred) Work Location: In person