Pune, WFO

We are the most trusted provider of data collection and management, marketing program management, and analytical solutions for our Crop and Animal Health industry clients. With data services at the core—surrounded by an extensible array of streamlined software solutions—our unified platform represents over three decades of innovation and expertise in the agriculture, crop protection, specialty chemical and animal health industries.

For over 30 years, AGDATA has been a leader in the agricultural industry, consistently pushing the boundaries of technology. Utilizing our extensive experience, we can provide clients with data and marketing solutions to improve supply chain visibility, optimize marketing investment and increase sales. Today, we are transforming how we do business to bring more value and support our clients more efficiently. We have a start-up-like environment - we are constantly growing and innovating—but unlike a startup, we have a solid 30-year history and strong financial backing.

Visit us on www.agdata.com

More about us here: https://vimeo.com/347063684

What’s the role?

AGDATA seeks an experienced Senior Manager – Operations to join our Leadership team. This position will provide leadership support to the customer support team, along with other teams in the Customer Operations org such as project mgmt, program mgmt, process improvement and quality.

In this role, you will..

• Lead and supervise a team of 15- 20 members in customer support, data operations, project management, program management and other teams in the AGDATA Customer Operations organization.
• Drive operational excellence by monitoring performance, setting and achieving key performance indicators (KPIs), and optimizing processes.
• Develop strong, collaborative relationships with key stakeholders to understand their needs, identify opportunities, and resolve issues proactively.
• Implement best practices and process improvements to drive cost-efficiency and service delivery.
• Be responsible for the implementation of COE frameworks and ensuring quality and productivity of deliverables.
• Organize, develop, and implement training initiatives for the department.
  
  

Our ideal candidate should have

• Location: The candidate will be working from our Pune office.
• 15+ years of experience in a customer support production environment.
• Minimum of 5 years’ experience leading Customer Support teams with a large amount of data entry, cleansing, review, match, fuzzy matching, etc.
• Proficiency in MS Office, advanced skills in Excel Spreadsheets, and advanced skills with PowerPoint.
• Data entry - transcribe English handwritten documents into a computer system.
• Data cleansing, reviewing, and matching client data in Excel and other tools.
  
  

The candidate is also expected to have proven experience in:

• Workload & Performance Management – Manage workload distribution, scheduling, and resource optimization to meet SLAs. Analyze performance metrics to drive efficiency.
• Process Improvement & Problem-Solving – Use a data-driven approach to identify and resolve operational issues, improving processes for cost, service levels, and team engagement.
• Communication & Collaboration – Engage with senior management, cross-functional teams, and direct reports. Ensure clear expectations, proactive updates, and solution-oriented discussions.
• Customer Satisfaction & Service Quality – Understand customer satisfaction drivers, implement self-healing processes, and optimize service quality.
• Leadership & Team Development – Mentor and develop team members, fostering a culture of accountability, engagement, and continuous growth.
• Project & Change Management – Lead and support multiple initiatives, drive change, and make quick decisions in a fast-paced environment.
• Data & Technology Proficiency – Leverage data insights for operational decisions and use customer service tools like Salesforce for case management.
• High-Energy & Execution Focus – Stay proactive, adaptable, and efficient in balancing seasonal and ongoing projects.
• Continuous Improvement – Optimize operations, implement best practices, and drive innovation to align with business goals.
  
  

AGDATA is proud to offer equal employment opportunities. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.