Operation Manager

Position Details:

• Position Type: Full Time (Permanent)
• Timings: 10 am to 7 pm
• Working Days: Monday to Friday
• Place of Posting: Garden Town, Lahore
• Deadline to apply: 31 October 2025

About Contegris
Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, weve been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, AiVA (AI-Powered Virtual Agent) and AiQA (AI-Powered Quality Assurance). With innovation at the core, we strive to enhance how businesses connect with their customers.

Our Mission

• Establish Contegris as the #1 customer experience (CX) solution provider in Pakistan, and a rising brand across the MENAP region.
• Dominate local markets, with a focus on CX, CPAAS, CCAAS, CRM & UCAAS solutions.
• Serve clients across Pakistan, MENAP, Gulf, Africa, and the USA.
• Launch Contegris University offering free tech skill development classes (online and onsite) for the rural community.
• Develop cutting-edge AI, NLP, and ML solutions for CX and information security.

Our Vision
Add value to 100,000 customers worldwide with our cutting edge CX solutions.

Role Overview
We are looking for a dynamic Operations Manager to help streamline execution, scale performance, and drive operational excellence across all departments. The ideal candidate is a strategic executor who can transform vision into results, build systems for scale, and ensure accountability, efficiency, and customer delight across the organization.

This is a high-impact leadership role designed for someone who thrives in a fast-paced, tech-driven, customer-centric environment and wants to play a key role in shaping Contegris next phase of growth both locally and globally.

What Youll Do:
Strategy Execution & Performance Management

• Translate annual strategic goals into actionable quarterly Rocks, initiatives, and measurable KPIs.
• Lead EOS-style meeting rhythms Weekly Level 10s, Scorecards, and Quarterly Reviews.
• Track leading and lagging metrics such as ARR growth, churn, utilization rate, and SLA compliance.
• Ensure company-wide accountability, timely execution, and transparent reporting to leadership.

Operational Excellence & Process Optimization

• Standardize and continuously improve operational Playbooks, SOPs, and delivery frameworks for Sales, Support, Implementation, and DevOps.
• Build structured handoffs between Pre-Sales Implementation Support Customer Success.
• Identify inefficiencies and drive automation through AI, analytics, and workflow optimization.
• Ensure predictable delivery, faster turnaround, and SLA compliance across all projects.

Cross-Departmental Coordination

• Act as the operational bridge between Sales, Marketing, Product, Support, and HR teams.
• Ensure alignment in customer lifecycle processes from lead generation to renewal.
• Work with HR to plan manpower, performance appraisals, training, and team development.
• Collaborate with Product and Tech teams for new feature rollouts and internal readiness.

Data, Reporting & Insights

• Build real-time dashboards and reports for executive visibility (Sales, Support, NPS, Finance).
• Analyze key business data pipeline velocity, SLA, response time, utilization, and churn.
• Recommend strategic decisions based on insights, trends, and predictive analytics.
• Work with the BI and DevOps teams to implement process and performance analytics.

Leadership, Culture & Continuous Improvement

• Coach and develop team leads to foster ownership, accountability, and discipline.
• Promote Contegris core values Integrity, Humble Confidence, Growth Mindset, Customer-Centricity, and Teamwork.
• Drive Extreme Ownership and Direction over Speed culture across teams.
• Lead quarterly reviews to recognize achievements and address improvement areas.

Success in This Role Means

• Company operations are predictable, measurable, and continuously improving.
• Departmental performance is visible in real time through dashboards and KPIs.
• Cross-functional collaboration runs smoothly with minimal bottlenecks.
• SLA, NPS, and Customer Experience metrics improve quarter over quarter.
• Teams feel aligned, accountable, and motivated to achieve excellence.

What Were Looking for:

• 7-10 years of experience in Operations / Business Management, preferably in SaaS, Telecom, or Technology sectors.
• Strong understanding of metrics such as ARR, MRR, CAC, Churn, SLA, NPS, and Utilization.
• Proven experience managing multi-functional teams and delivering operational outcomes.
• Excellent analytical, communication, and people management skills.
• Proficiency with tools like ClickUp, HubSpot, Zoho CRM, PowerBI, or equivalent.
• Entrepreneurial and structured mindset thrives in dynamic, growth-stage environments.

What We Dont Care About

• Your degree
• Your ethnicity and race
• The number of years of experience youve had in operations or business management we care more about what you can do than where you've been
• Whether youve held the exact same title before if you have the right skills and mindset, youll thrive here

What We Care About The Most

• Response time as an operations manager, your ability to address issues swiftly and keep things running smoothly is critical
• Clear, confident communication whether you're speaking with senior leadership or collaborating with cross-functional teams, strong communication is key
• Proactive ownership you take the initiative. If you spot a gap, you act before it becomes a problem
• Adaptability you'll need to thrive in an environment where priorities can shift quickly, and processes are continuously evolving
• Strategic thinking you not only manage day-to-day operations but also ensure every action ties back to our long-term goals.
• Team collaboration while youll lead projects, the best results come when you can align and motivate multiple teams to work toward a common goal

The Hard Parts

• Fast-paced environment things move quickly here, and sometimes there will be multiple urgent issues happening at once. Youll need to juggle priorities effectively and stay calm under pressure
• Cross-department coordination working with teams across Sales, Software Development, SQA, Marketing, Support, and other departments to ensure smooth execution can be challenging, especially when deadlines are tight
• Some repetitive tasks data entry, process documentation, and report generation will sometimes feel mundane, but theyre key to keeping everything running smoothly
• Long hours at times startup life demands flexibility. Some days will require you to put in extra hours to hit key milestones

The Upside

• High impact this is a leadership role where your decisions directly influence the companys success. Your work will shape the operational efficiency of Contegris as we scale
• Career growth opportunities you'll be working closely with senior leadership, gaining direct exposure to strategic decision-making and mentorship
• Dynamic work environment no two days are the same. Youll have the opportunity to innovate and solve problems as you help Contegris scale both locally and globally
• Meaningful mission Contegris is on a path to become a market leader in customer experience and AI-driven technology solutions, and youll be at the forefront of this journey

Compensation
Upto PKR 200,000 monthly gross. .If you believe you bring more to the table, apply and show us why.

Interview Process
Stage 1:
Submit online application

Stage 2:
Telephonic interview, 15 minutes

A brief conversation with our People Success team to learn more about your background and alignment with the role

Stage 3:
Assessment Test, 30-45 minutes

Youll be evaluated on IQ, personality, and technical skills through a series of questions and scenarios.

Stage 4:
Technical Interview Final interview, 30 minutes

A deeper discussion with team members to assess your technical expertise

Stage 5:
Technical Interview Final interview, 30 minutes

Conversation with the CEO and Manager People Success to evaluate your mindset, interests, expectations, and long term fit with us.