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 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.
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