Lead - Business Operations

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India. 

About the Company

Razorpay POS, Razorpay’s comprehensive suite of point-of-sale led payment solutions, enables businesses to accept various modes of payment across all customer touchpoints. Be it across the counter, on delivery, or via kiosks and vending machines, Razorpay POS devices offer a smooth payment experience with fast processing and high transaction success rates. Merchants are also able to offer consumers convenient payment options like EMI right on the POS device. Access to real-time transaction data and analytics via the merchant portal enables businesses to drive data-led decisions. 

With over 500,000+ user touchpoints across India & the UAE, Razorpay POS is at the forefront of transforming payment experiences.

Formerly known as Ezetap, Razorpay POS emerged after Ezetap’s acquisition by Razorpay in August 2022. As a full-stack financial services organization founded in 2014 by Shashank Kumar and Harshil Mathur, Razorpay is dedicated to innovative payment and business banking solutions, promising a transformative journey for businesses.

About Role

As the Assistant Manager of System Solutions & Design (SSD), you are the strategic lead driving transformative automation, CRM, and Gen AI initiatives. You’ll bridge product thinking, operational strategy, and tech implementation—owning projects end-to-end and reporting directly to Senior Management.

Key Roles & Responsibilities

• Spearhead discovery, planning, and execution of key automation and CRM optimization       projects.
• Build business cases, model ROI, and manage project timelines and deliverables.
• Lead enhancements in CRM and telephony frameworks—collaborating with engineering, product, and operations.
• Define system design requirements for custom telephony architecture, callback mechanisms, and dialer logic.
• Work closely with our strategic partners and build solutions at scale benefitting business
• Identify high -impact AI use cases to elevate agent productivity and merchant experience.
• Partner with AI/product teams to co -own pilot deployment, governance, and performance tracking.
• Proficient in designing and building workflows using Claud, N8N, and similar automation tools.
• Redesign support -operation workflows to minimize friction and error.
• Own change management across impacted teams to ensure seamless adoption.
• Maintain a strategic roadmap aligned with quarterly OKRs.
• Track metrics, gather stakeholder feedback, and iterate on initiatives.

Mandatory Qualifications

• 5–7 years in systems design, automation, CRM implementation, or operational excellence.
• Proven experience in cross functional tech programs (CRM, telephony, bots, AI pilots).
• Strong analytical abilities—translating business needs into structured system solutions.
• Hands on familiarity with CRM tools (Salesforce, Zendesk, Freshdesk) and low code/no code platforms.
• Experience in building custom apps using google script , java script etc. 
• Exceptional stakeholder management across CX, Tech, and Ops teams.
• Passion for AI/automation—always on the lookout for emerging technologies.
• Thrives in fast paced, execution oriented settings.
• Experience with LLM architectures, prompt engineering, or Gen AI integrations.
• Background in fintech or customer support environments.
• Basic SQL familiarity, dashboarding, or workflow rule engine skills.