Business Operations - General Manager - CST Travel

About the job

About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy using technology.

Role Overview We are looking for a strategic and tech-forward General Manager — Travel Business Operations to lead operational strategy, business analytics, CRM workflows, and AI-driven automation across Paytm’s Travel vertical (Flights, Bus, Hotels).

In this leadership role, you will bridge the gap between operational execution, technology infrastructure, and executive decision-making. You will be responsible for scaling operations, optimizing ROI on key initiatives, driving enterprise CRM transformations, and deploying agentic AI solutions to enhance both customer experience and frontline team productivity.

Key Responsibilities 1. Data Analytics & Business Performance Operational Performance Tracking: Architect, automate, and manage MetaQL and Apache Superset dashboards to monitor core operational KPIs, service levels, and business health. Impact & ROI Evaluation: Perform deep-dive evaluations on the financial impact and ROI of business initiatives, actively contributing data-driven insights to the Annual Operating Plan (AOP). Management Reporting & Data Governance: Standardize executive reporting suites, ensuring central-level dataset changes and limitations are seamlessly governed and reflected across operational dashboards. MetaQL Integration: Lead MetaQL enablement across business units to democratize data access and elevate self-serve analytical capabilities.

2. Enterprise CRM Management & Workflow Optimization Enterprise CRM Migration: Lead end-to-end CRM migration strategies, ensuring zero operational downtime, system parity, and business continuity. Process Automation: Continuously identify operational bottlenecks and implement workflow automations to improve turnaround times and reduce manual intervention. Vendor & In-House Operations Oversight: Establish governance and operational oversight across internal teams and third-party vendor partners to enforce high execution standards. Real-Time CRM Reporting: Build and scale live CRM reporting mechanisms to bypass data warehouse latency and empower real-time decision-making. Workflow Management: Design, audit, and optimize complex CRM routing and customer journeys to maximize process efficiency.

3. AI Bot Integration, Prompt Engineering & Maker-Checker Governance Conversational & Agentic AI Deployment: Drive the integration of conversational AI and agentic platforms across customer support and operational workflows. System Prompt Engineering & Conversation Design: Design and fine-tune system prompts, intent mappings, and conversational flows to maximize bot resolution accuracy and customer satisfaction. Maker-Checker Governance Framework: Institutionalize robust maker-checker control frameworks to enforce risk management, compliance, and quality assurance across automated and agent workflows. Agent-Assist Copilot Development (A2 Bot): Direct the development and rollout of real-time Agent-Assist (A2) Copilots to accelerate agent query resolution and boost productivity. Event-Driven Automation: Deploy transient flows and event-triggered automations to enable instant, real-time responses to critical operational triggers.

Candidate Qualifications & Requirements Education: Graduate/Post-Graduate degree in Engineering, Data Analytics, Operations Management, or Business Administration (MBA preferred). Experience: 10–14+ years of overall experience with a proven track record in Business Operations, Operational Analytics, or CRM/AI Transformations within fast-paced Tech, E-commerce, referably Travel sectors. Technical & Analytics Proficiency: Hands-on expertise in Superset, MetaQL/SQL, CRM architectures, event-driven workflow automation, and data governance frameworks. AI & Automation Exposure: Demonstrated experience with conversational AI platforms, system prompt engineering, LLM implementation, or Agent-Assist tools in high-volume operations. Leadership & Stakeholder Management: Exceptional leadership skills with a track record of managing cross-functional teams, vendor ecosystems, and presenting executive summaries to senior business leadership.

Why Join Us: 2.  Improve the average revenue per use by increasing the cross-sell opportunities 3.  A solid 360 feedback from your peer teams on your support of their goals 4.  Respect, that is earned, not demanded from your peers and manager