Senior Operations Manager
Why Choose Bottomline?
Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
Department: CCO – Global Support (Paymode & Nexus Member Services)
Location: India
Shift: Night Shift (US Support Hours)
Reporting To: Head of Paymode Customer Support (US)
Role Overview
We are looking for a Senior Operations Manager to serve as the senior onsite leader for our India‑based Paymode and Nexus customer support teams operating in US‑aligned hours. This role is responsible for ensuring operational excellence, service consistency, high‑quality training, workforce readiness, and strong coordination with cross‑functional partners.
The role works in close partnership with US leadership and India‑based Team Managers (dotted‑line) to drive disciplined execution, cultural alignment, and a strong on‑floor leadership presence. The ideal candidate brings deep contact‑center operations expertise, hands‑on leadership, and the ability to create structure, clarity, and consistent delivery across teams.
Key Responsibilities
Operations & On‑Floor Leadership
- Act as the senior onsite operations leader during US support hours
- Maintain strong on‑floor presence to support agents, managers, and real‑time operations
- Ensure consistent execution of operational standards, communication routines, and performance expectations
- Manage and resolve operational escalations in a timely and effective manner
People Leadership & Collaboration
- Partner with Team Managers to reinforce coaching, daily routines, and team engagement
- Support hiring through interview panels for agents, team leads, QA, SMEs, and trainers
- Promote a culture of professionalism, collaboration, accountability, and continuous improvement
Training & Quality Excellence
- Oversee end‑to‑end training programs including onboarding, nesting, continuous learning, and skills verification
- Ensure training content and delivery align with current product, process, and policy standards
- Own the Quality Assurance program including monitoring, calibration, coaching alignment, insights, and reporting
- Use QA insights to drive targeted coaching, knowledge improvements, and performance uplift
Workforce Management & Capacity Planning
- Own workforce management activities including forecasting, staffing, scheduling, PTO planning, and real‑time queue management
- Partner with leadership on capacity planning and staffing readiness for Paymode and Nexus operations
- Manage and develop WFM and QA resources to build scalable capabilities
Cross‑Functional Coordination
- Serve as the primary onsite point of contact for Facilities, IT, Transportation, and People teams
- Ensure site readiness, seating plans, floor setup, tools availability, and infrastructure support
- Drive timely communication, tracking, and closure of operational issues
Engagement & Recognition
- Design and run recognition, gamification, and engagement programs for India‑based teams
- Reinforce transparency around performance, growth opportunities, and development pathways
Required Skills & Qualifications
- Bachelor’s degree in Business, Operations, IT, or related field (MBA preferred)
- 8+ years of contact center operations experience, including 4+ years in senior leadership roles
- Strong experience in Training, Quality Assurance, and Workforce Management
- Proven ability to manage complex operations and cross‑functional escalations
- Excellent communication, leadership presence, and stakeholder management skills
- Experience with tools such as Salesforce, Power BI, LMS, QA, or WFM platforms
- Ability to work US‑aligned hours with flexibility for critical business needs
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.