Senior Manager Business Operations

Company Description Headquartered in San Francisco, USA (Silicon Valley), Loyaltty (www.loyaltty.com) is a retail platform to support small businesses grow their repeat visit and sales. Our India company Smart Orbit is a leading mobile and web app development company that transforms innovative ideas into robust, scalable, and user-centric digital solutions. Our expert team uses cutting-edge technologies and agile methodologies to build custom iOS, Android, and web applications with seamless user experiences and strong backend functionalities. We collaborate with businesses from concept and UI/UX design to development, testing, and maintenance, creating solutions that enhance engagement, optimize operations, and drive growth in the dynamic digital landscape.

Role Description The Senior Manager Business Operations is a full-time, on-site role based in Bhubaneshwar. This position oversees day-to-day business operations, ensuring processes are efficient, scalable, and aligned with SmartOrbit’s strategic goals. Responsibilities include monitoring operational performance, defining and improving workflows, coordinating cross-functional initiatives, and supporting leadership with data-driven insights. The role also involves collaborating with product, engineering, and finance teams to optimize resource allocation, manage budgets, and support program delivery timelines. The Senior Manager will mentor operations staff, implement best practices, and help shape policies and frameworks that support sustainable growth.

Key Responsibilities

• Strong Business Operations and Operations Management skills to oversee and optimize end-to-end processes.
• Advanced Analytical Skills to interpret data, build reports, and support decision-making.
• Program Management capabilities to coordinate multiple initiatives, track milestones, and manage stakeholders.
• Proven experience in a senior operations or business leadership role, preferably in technology or digital services.1. Business Operations
• Manage and improve day-to-day business operations across teams.
• Establish operating processes, SOPs, trackers, dashboards and reporting systems.
• Track business KPIs, merchant activity, customer adoption, operational issues and team deliverables.
• Identify operational bottlenecks and drive them to resolution.
• Coordinate priorities across sales, marketing, customer success, product, design and technology teams.
• Support management with business analysis, reporting and execution of strategic initiatives.

2. Product Operations & Product Management

• Develop a strong working knowledge of the complete Loyaltty Retailer App and its merchant workflows.
• Translate merchant problems and business requirements into clear product requirements.
• Help define feature requirements, user journeys, acceptance criteria and priorities.
• Review and test new product features before merchant release across web and mobile experiences.
• Identify bugs, usability issues, workflow gaps and merchant friction; coordinate with developers and designers through resolution.
• Collect merchant feedback and convert recurring problems into actionable product improvements.
• Participate in release planning, launch readiness and post-release validation.

3. Merchant Success & Client Service

• Own the operational quality of the merchant experience from onboarding through ongoing usage.
• Ensure new merchants are successfully onboarded and understand the relevant Loyaltty modules.
• Monitor adoption of deals, loyalty programs, campaigns, social media, influencer marketing and other relevant features.
• Coordinate resolution of merchant issues with internal teams and ensure client commitments are tracked and delivered.
• Establish processes for merchant follow-ups, issue escalation, feedback collection and retention.
• Identify merchants at risk of becoming inactive and initiate appropriate interventions.

4. Growth & Commercial Operations

• Work with sales and marketing teams to improve merchant acquisition and conversion processes.
• Monitor leads, demos, onboarding, activation, engagement, retention and other funnel metrics.
• Help execute local merchant acquisition programs, events, partnerships and campaigns.
• Analyze why merchants convert, remain active, become inactive or churn.
• Identify opportunities to improve revenue, adoption, retention and operational efficiency.

5. Cross-Functional Execution

This is not a role where responsibility stops after creating presentations or assigning tasks. The Business Operations Manager will be expected to take ownership of initiatives from problem identification through execution and measurable outcome.

Management → Sales → Marketing → Customer Success → Product → Design → Engineering

What We Are Looking For

• MBA from a premier/reputed business school preferred but not a requirement for the right candidate
• Strong analytical and structured problem-solving ability.
• Excellent ownership, execution and stakeholder-management skills.
• Comfortable working in an early-stage, fast-moving technology environment.
• Ability to understand software products and customer journeys without necessarily being an engineer.
• Ability to work directly with customers as well as technology teams.
• Strong Excel/Google Sheets, presentation, reporting and business-analysis skills.
• High attention to detail, particularly while testing products and reviewing customer-facing workflows.
• Ability to convert ambiguous business problems into structured action plans.
• Experience in SaaS, consumer technology, B2B products, startups, product operations, consulting, customer success or business operations is an advantage.

Office & Working Expectations

• Office-based role in Bhubaneswar, Odisha, unless special approval is provided for remote work.
• Expected to work at least 45 hours per week from the Bhubaneswar office.
• Official duties are to be performed using designated company/cloud systems and the employee's own laptop unless Loyaltty provides an official device.
• The role may require coordination with Loyaltty and its implementation partners as required.
• All technical, commercial, customer, product and business information must be treated as confidential.
• Work product created in connection with the role will remain the exclusive property of Loyaltty, subject to the applicable employment/engagement agreement.

Compensation

Starting at CTC: ₹6,00,000 to ₹12,00,000 per annum - Additional Bonus and Perks Included

Compensation will be higher depending on the candidate's MBA institution, prior experience, product/business exposure, demonstrated capabilities and overall fit for the role.