Project Manager - Operations

COMPANY - Gigmo Solutions Private Limited (Gigmos)

LOCATION - Gurgaon, India (hybrid, with a predominantly remote wider workforce)

REPORTS TO - Chief Executive Officer

EXPERIENCE - Minimum 5 years, plus an MBA from a premier institute

EMPLOYMENT TYPE - Full time, permanent

About Gigmos

Gigmos is a global technical support and managed services company built on a dual workforce model: a core of permanent employees supported by a distributed pool of gig engineers. Our workforce is spread across 9+ countries and we support our clients in 6+ global languages, working predominantly remotely. We have been a delivery partner to Microsoft for over six years, alongside other global technology clients. We are also actively building AI into how support gets delivered rather than treating it as a bolt-on. That includes AI assisted troubleshooting and knowledge retrieval for engineers, automated case summarisation and quality scoring, intelligent routing and triage of incoming volume, and AI driven analysis of operational and customer data. Alongside this, we deliver support for AI and modern business applications platforms on behalf of our clients, so our engineers work on the technology as well as with it. Our differentiator is the ability to scale skilled support capacity up and down on demand, across time zones, skills and languages, without carrying idle bench cost. That model only works if workforce planning, operational discipline and data are exceptionally tight. This role sits at the centre of all three.

Why this role exists

The business is growing across accounts, geographies and service lines, and the CEO needs a right hand who can move between strategy and execution without dropping the thread. This is not a rotational programme where you observe and write notes. You will own workstreams, carry numbers, and over time represent the business in front of internal leaders and clients. The role is designed for someone who intends to run a function, an account or a P&L within two to three years. We will invest accordingly, and we will expect accordingly.

Key responsibility areas

• Workforce planning and capacity management
  Build and maintain rolling demand forecasts by account, skill, language and time zone, translating client volume signals into
• hiring and gig activation plans.
• Model the permanent versus gig mix for each engagement, including the cost, utilisation, quality and risk trade-offs of shifting that mix.
• Track shrinkage, attrition, ramp time and time to productivity, and flag capacity risk before it turns into a delivery miss.
• Partner with recruitment and operations on pipeline health, funnel conversion, onboarding throughput and certification readiness.
• Support workforce compliance topics where they intersect with planning: worker classification, regional labour requirements, and client mandated controls.

Client and account management

• Act as an analytical and programme partner to account leadership on key accounts, starting with our largest.
• Prepare QBR and MBR content: performance narratives, root cause analysis, improvement commitments and growth proposals.
• Maintain a single view of contractual obligations, SLAs, service credits and commitments made across accounts, so nothing quietly slips.
• Support responses to client questionnaires, audits, RFPs and compliance requests covering business continuity, security, delivery governance and workforce policy.
• Identify expansion opportunities inside existing accounts, size them, and build the internal case to pursue them.

Operational performance management

• Own the operating rhythm: weekly and monthly performance reviews, pre-reads, agendas, actions and follow through.
• Define and protect the metric set that matters (CSAT, resolution rate, AHT, backlog ageing, utilisation, quality scores, cost per contact) and keep definitions consistent across teams.
• Run structured problem solving on underperforming queues or accounts: hypothesis, data, root cause, intervention, measurement.
• Drive standardisation of SOPs and process documentation across operations teams.

• Build early warning mechanisms so misses surface in week one rather than at month end.
  
  Data and analytics

• Turn operational data into decisions: dashboards, cohort analysis, capacity models and unit economics.
• Work across the stack: client side reporting systems, internal Power Platform and Dataverse applications, and spreadsheets where speed matters more than elegance.
• Improve data hygiene and pipeline reliability so leadership works from one version of the truth.
• Build the analysis behind pricing, staffing, hiring and investment decisions, and present it in a form the CEO can act on in five minutes.

Project and programme management

• Run cross functional initiatives end to end: scope, plan, stakeholder map, risks, milestones, closure.
• Manage new client and new service line launches, from readiness checklist through to steady state handover.

• Keep parallel workstreams visible and honest, including the status updates nobody wants to give.
  Candidate profile
  Essential

• MBA from a premier institute (IIM A, B, C, L, K, I, ISB, XLRI, FMS, SPJIMR, MDI or equivalent). Any specialisation.
• Minimum 5 years of full time work experience before the MBA.
• Operations experience of any kind: BPO or ITES, technical support, supply chain, manufacturing, logistics, banking operations, healthcare operations, e-commerce fulfilment or field operations. What matters is that you have run something operational, carried a metric, and dealt with the gap between the plan and what actually happened.
• Genuine comfort with data: advanced Excel, SQL or equivalent, and the instinct to verify a number before repeating it.
• Demonstrated project ownership with real stakeholders and real deadlines.
• Written and verbal communication that holds up in front of a client executive.

Preferred

• Exposure to Power BI, Power Platform, Dataverse or comparable tools.
• Experience in a services business operating under client SLAs.
• Familiarity with distributed, remote or contingent workforce models.
• Python or R for analysis.
• Lean, Six Sigma, PMP or Prince2 certification.

This role suits you if

• You are impatient about your career but patient about doing the underlying work.
• You are comfortable being the least experienced person in the room and still asking the obvious question.
• You would rather own a messy problem than administer a clean one.
• You can start without a fully defined brief.

This role does not suit you if

• You want a purely strategic remit with no operational detail.
• You want a fixed scope and a predictable calendar in your first year.