zoop
Website:
zoop.one
Job details:
We're looking for an Operations Manager to own and scale MyMotor's core operations —
ensuring the platform's key user-facing processes run smoothly, accurately, and at speed
across every state and union territory in India. This is a high-ownership role where you'll
manage day-to-day operational workflows, external partner/vendor relationships, payment
reconciliation, and support escalations, while working closely with Product, Engineering, and
Finance to keep the platform running reliably at scale.
Key Responsibilities:
Core Process Ownership
● Own the end-to-end operational lifecycle of MyMotor's key user transactions —
from request/check → payment → settlement → status update → refund handling
— ensuring speed and accuracy across all states and union territories.
● Monitor and improve turnaround times for status updates and settlements (e.g.,
faster processing options like Express Checkout).
● Build and refine SOPs for exception handling — failed transactions, payments
deducted but pending, duplicate cases, disputed records, and refund escalations.
External Partner & Data-Source Coordination
● Track changes across the various state/government-linked portals and data
sources MyMotor depends on, ensuring platform data and workflows stay in sync
with external systems.
● Coordinate with external authorities, data providers, or aggregator partners to
resolve data mismatches, downtime, or policy/process changes.
● Stay ahead of regulatory or procedural changes and adapt internal workflows
accordingly.
Payments & Reconciliation
● Work with payment gateway partners to ensure high transaction success rates
across UPI, cards, and net banking.
● Own daily/weekly reconciliation of payments, fees, and refunds; flag and resolve
mismatches.
● Partner with Finance on settlement reporting and dispute resolution.
Customer Support & Escalations
● Manage the operations-support interface for escalations from the support queue
— refund delays, status mismatches, and other disputed cases.
● Define SLAs for support resolution and drive down escalation volume through
root-cause fixes.
Team & Process Management
● Build, train, and manage an operations/support team (or vendor/BPO partners)
handling user queries and reconciliation.
● Set up dashboards and reporting to track key metrics: conversion rates, payment
success rate, refund TAT, escalation volume, and state-wise or region-wise error
rates.
● Identify automation opportunities to reduce manual intervention in recurring data
pulls, checks, and status updates.
Cross-functional Collaboration
● Work closely with Product & Engineering to prioritize fixes for data inconsistency
issues and support new feature or regional rollouts.
● Partner with Marketing/Growth on operational readiness for campaigns and new
launches.
What We're Looking For:
● 4–8 years of experience in operations, preferably in fintech, payments, or a
consumer app with external/regulatory data dependencies.
● Strong process orientation — comfortable building SOPs from scratch and
iterating fast in a 0-to-1 or scaling environment.
● Experience with payment reconciliation, gateway partners, or
third-party/government-linked data systems is a strong plus.
● Data-driven: comfortable with Excel/Sheets, SQL a plus, dashboarding tools
(e.g., Metabase, Looker).
● Proven ability to manage vendors, BPO/support teams, and cross-functional
stakeholders.
● Excellent problem-solving skills — you'll be dealing with edge cases across
multiple states/regions, each with different rules and systems.
● High ownership mindset; thrives in ambiguity and fast-changing environments.
Good to Have
● Prior experience in the vehicle, mobility, insurance, or govtech ecosystem.
● Familiarity with government-linked verification/data systems (e.g., DigiLocker or
similar).
● Startup experience in a high-growth consumer app.
Click on Apply to know more.