Location: Ghatkopar West, Mumbai Work Model: Hybrid (4 Days Work From Office + 2 Days Work From Home) Work Schedule: Monday to Saturday Shift Timings: 10:00 AM - 7:00 PM IST
About Datastraw Technologies
Datastraw helps fast-growing consumer brands build and scale customer experience operations across customer support, retention, consultation, and operational workflows. We work with leading D2C brands across beauty, wellness, fashion, and lifestyle, acting as an extension of their internal teams while leveraging technology, data, and AI to improve customer experience and operational efficiency.
We are looking for a Business Operations Analyst who can operate at the intersection of operations, technology, data, and client management.
Role Overview
As a Business Operations Analyst, you will be responsible for managing assigned client accounts and ensuring operational excellence across customer experience processes.
You will work closely with client stakeholders, customer support teams, pod leads, and internal operations teams to monitor performance, solve operational challenges, identify improvement opportunities, and drive successful outcomes for clients.
This role combines operational management, team leadership, process improvement, reporting, and technology implementation. You will be expected to understand both the day-to-day execution and the bigger picture of how client processes can be improved through better workflows, automation, AI, and data-driven decision making.
Key Responsibilities
- Client Management & Communication
* Serve as the primary point of contact for assigned client accounts * Conduct regular client reviews and performance discussions * Understand client objectives and translate them into operational action plans * Manage escalations and ensure timely resolution of issues * Build strong working relationships with client stakeholders
- Operations Management
* Oversee day-to-day customer experience operations across assigned accounts * Monitor key performance metrics and service levels * Ensure process adherence and operational consistency * Identify operational risks and implement corrective actions * Support onboarding of new accounts and process transitions
- Team Leadership
* Manage and support customer support associates working on assigned accounts * Conduct regular performance reviews and coaching sessions * Monitor productivity, quality, attendance, and performance metrics * Drive accountability and ownership within teams * Assist in hiring, training, and onboarding new team members
- Data & Performance Analysis
* Analyze account performance and identify trends, bottlenecks, and opportunities * Build and maintain dashboards, trackers, and reporting frameworks * Track KPIs and present actionable insights to internal and external stakeholders * Use data to support decision-making and operational improvements
- Process Improvement & Automation
* Identify opportunities to improve efficiency and reduce manual effort * Work with internal teams to implement process improvements * Support deployment of AI tools, automation workflows, and operational systems * Document and maintain SOPs and process documentation * Continuously optimize workflows to improve client outcomes
What We're Looking For
- Strong communication and stakeholder management skills
- Excellent problem-solving and analytical abilities
- Ability to manage multiple projects and priorities simultaneously
- High ownership and accountability
- Comfortable working with data, technology, and operational systems
- Strong organizational and time management skills
- Ability to identify patterns, connect the dots, and drive solutions independently
- Curiosity and willingness to leverage AI and technology in daily work
Preferred Experience
- 2-5 years of experience in operations, customer experience, client servicing, business operations, consulting, or related roles
- Experience managing teams or client-facing projects is preferred
- Familiarity with CRM, helpdesk, reporting, and workflow management tools is a plus
- Experience working in startups, agencies, BPOs, consulting firms, or fast-paced environments is advantageous
What Success Looks Like
- Assigned accounts consistently meet performance targets
- Clients are satisfied and engaged
- Teams operate efficiently and deliver high-quality customer experiences
- Operational bottlenecks are identified and solved proactively
- Reporting is accurate, actionable, and timely
- Processes become more scalable through technology, automation, and continuous improvement
How to Apply
Applications will only be considered if submitted through the official application link below.
Apply Here: https://datastraw.keka.com/careers/jobdetails/144728
Pay: ₹22,000.00 - ₹28,000.00 per month
Benefits:
- Paid sick time
- Paid time off
Application Question(s):
- Have you applied through the official application link mentioned in the job description? Please note that only applications submitted through the official link will be considered for the hiring process.
Work Location: Hybrid remote in Ghatkopar West, Mumbai, Maharashtra
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