Operations Specialist

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 speedacross every state and union territory in India. This is a high-ownership role where you'llmanage day-to-day operational workflows, external partner/vendor relationships, paymentreconciliation, and support escalations, while working closely with Product, Engineering, andFinance 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, paymentsdeducted but pending, duplicate cases, disputed records, and refund escalations.External Partner & Data-Source Coordination●​ Track changes across the various state/government-linked portals and datasources MyMotor depends on, ensuring platform data and workflows stay in syncwith external systems.●​ Coordinate with external authorities, data providers, or aggregator partners toresolve data mismatches, downtime, or policy/process changes.●​ Stay ahead of regulatory or procedural changes and adapt internal workflowsaccordingly.Payments & Reconciliation●​ Work with payment gateway partners to ensure high transaction success ratesacross UPI, cards, and net banking.●​ Own daily/weekly reconciliation of payments, fees, and refunds; flag and resolvemismatches.●​ 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 throughroot-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, paymentsuccess rate, refund TAT, escalation volume, and state-wise or region-wise errorrates.●​ Identify automation opportunities to reduce manual intervention in recurring datapulls, checks, and status updates.Cross-functional Collaboration●​ Work closely with Product & Engineering to prioritize fixes for data inconsistencyissues and support new feature or regional rollouts.●​ Partner with Marketing/Growth on operational readiness for campaigns and newlaunches.

What We're Looking For:●​ 4–8 years of experience in operations, preferably in fintech, payments, or aconsumer app with external/regulatory data dependencies.●​ Strong process orientation — comfortable building SOPs from scratch anditerating fast in a 0-to-1 or scaling environment.●​ Experience with payment reconciliation, gateway partners, orthird-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-functionalstakeholders.●​ Excellent problem-solving skills — you'll be dealing with edge cases acrossmultiple 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 orsimilar).●​ Startup experience in a high-growth consumer app.