Manager - Business Ops Strategy

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 Role

We are looking for a highly driven and execution-focused Manager - Design Planning to drive operational strategy and cross-functional programs across Customer Success. The ideal candidate will have prior exposure to Payment Operations and a strong inclination toward getting into the details, chasing core issues to closure, and designing processes that scale.

Roles and Responsibilities

• Strategic Planning: Partner with leadership to define priorities, contribute to annual operating plans, and lead the creation of business plans and OKRs.
• Program Ownership: Own and execute end-to-end delivery of high-impact, cross-functional programs with a strong focus on issue resolution and timely delivery.
• Process Improvement: Design and implement scalable, efficient operational processes and SOPs. Identify and drive opportunities for automation, compliance alignment, and service improvement.
• Problem Solving: Dive deep into operational problems, analyze root causes, and lead initiatives to address gaps and ensure timely closures.
• Cross-Functional Collaboration: Work closely with Product, Tech, and Business teams to streamline workflows and enhance both merchant and internal experiences.
• Performance Tracking: Track program performance using data, dashboards, and relevant success metrics to inform decisions and report on progress.
• Operational Management: Manage daily/weekly operational health reviews, handle escalations, and report findings to senior management for corrective action.
• Executive Communication: Prepare executive-level updates, facilitate leadership meetings, and effectively communicate program status and outcomes.

Mandatory Qualifications

• 4-6 years of experience, including 3+ years in program/project management, strategy, or business operations.
• MBA or advanced degree preferred.
• Hands-on Experience: Proven ability in running operations and resolving issues quickly and effectively.
• Problem-Solving Skills: Strong logical and analytical thinking with an ability to break down complex problems.
• Execution Mindset: A bias for action and the ability to close loops fast, even in ambiguous situations.
• Process Orientation: A process-oriented mindset with the ability to create order from chaos.
• Analytical Acumen: Highly proficient in data analysis and comfortable with mathematical concepts.
• Collaboration: Excellent communication and interpersonal skills, comfortable working in a fast-paced, cross-functional environment.
• Strategic Aptitude: A strong strategic mindset paired with exceptional organizational skills and execution rigor.
• Exposure to regulatory ops in FinTech or payments domain.
• Experience with tools like Excel, SQL, Freshdesk, JIRA, or workflow automation tools.
• Understanding of merchant onboarding, transaction monitoring, compliance workflows, etc.
• Working knowledge of analytics and dashboarding would be an advantage.