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Paytm, India's leading mobile payments and financial services company, is seeking a strategic General Manager for Business Operations to lead the Travel vertical (Flights, Bus, Hotels). This is a high-impact leadership role bridging operational execution, technology infrastructure, and executive decision-making.
You will own operational strategy, business analytics, CRM workflows, and AI-driven automation across the travel business. Key areas include:
**Data Analytics & Business Performance:** Architect and manage MetaQL and Apache Superset dashboards to monitor operational KPIs and business health. Perform deep-dive ROI evaluations on business initiatives, contribute data-driven insights to the Annual Operating Plan, and standardize executive reporting with robust data governance. Lead MetaQL enablement to democratize data access across business units.
**Enterprise CRM Management & Workflow Optimization:** Lead end-to-end CRM migration strategies ensuring zero downtime and business continuity. Identify operational bottlenecks and implement workflow automations to reduce manual intervention and improve turnaround times. Establish governance and oversight across internal teams and third-party vendors. Build real-time CRM reporting mechanisms and optimize complex customer journeys for maximum efficiency.
**AI Bot Integration & Automation:** Drive integration of conversational AI and agentic platforms across customer support and operations. Design and fine-tune system prompts, intent mappings, and conversational flows to maximize bot resolution accuracy. Institutionalize maker-checker governance frameworks for risk management and compliance. Direct development and rollout of Agent-Assist (A2) Copilots to accelerate agent productivity. Deploy event-driven automations for real-time operational responses.
You will scale operations, optimize ROI on key initiatives, and drive enterprise transformations that enhance both customer experience and frontline team productivity.
**Requirements:**
- Graduate or Post-Graduate degree in Engineering, Data Analytics, Operations Management, or Business Administration (MBA preferred)
- 10–14+ years of overall experience in Business Operations, Operational Analytics, or CRM/AI Transformations within fast-paced Tech, E-commerce, or Travel sectors
- Hands-on expertise in Superset, MetaQL/SQL, CRM architectures, event-driven workflow automation, and data governance frameworks
- Demonstrated experience with conversational AI platforms, system prompt engineering, LLM implementation, or Agent-Assist tools in high-volume operations
- Exceptional leadership skills with proven track record managing cross-functional teams, vendor ecosystems, and presenting executive summaries to senior leadership
