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Ops: Command Center

Chennai, Tamil Nadu, India

DevRev

DevRev is a business software company that brings developers (Dev) and customers (Rev) together in the era of product-led growth. The company is building an API-first, dev-centric CRM that leverages data, design, and machine intelligence to empower developers to build, support, and grow their businesses. In times of anemic NPS and high customer churn, DevRev strives to create the world's most customer-centric companies led by happy developers. Grok and grep more on DevRev via the web, Twitter, and LinkedIn.

After former Nutanix CEO Dheeraj Pandey and Nutanix executive Manoj Agarwal raised one of the largest ever seed rounds in the history of Silicon Valley, they set out to create a highly engaging system of record that promises to make product development and customer service joyous. DevRev is solving a difficult AI and design problem, and the early employees are committed to the marathon of company-building and hard problem-solving.

Strategic Operations

The Strategic Operations team’s mission is to help DevRev grow and scale efficiently by designing the best possible operations “machinery” of the company as early as possible. In many ways, this team is in service of DevRev teams and employees who are delivering the best products and services for our customers - product, engineering, sales, and support. Strategic operations are inward-facing.

Great operations design and delivery makes the difference between a mediocre “this is how it has always been done” and a more elegant, scalable, and flexible solution that evolves with DevRev. Hiring, knowledge management, real estate, travel, performance management - you name it - can all benefit if we get it right during these early days. It can’t be an after-thought, as it often is in start-ups.

The day-to-day specifics of the work of members of our team vary, but typically involve a hybrid of operational, strategic, analytical, and technical work. We dive deep into DevRev's needs, people, processes, data, and systems, identifying where large operational designs (or redesigns) can deliver 100x improvements through first-principles thinking, as well as where small operational efficiencies, automations, and tools can buy us “inches.” We are expected to work cross-functionally and collaboratively across DevRev to deliver measurable results.

Job Description

Our DevRevlers are the most important asset that we have here at DevRev. We value our team like family and work hand in hand towards the company’s growth and progress along with each other’s. The Command Center is the mission control for all things operations, where the internal customers are taken care of.

We are looking for aspiring operators to join our company in various strategic operations roles. You will have an opportunity to work with our global team (United States, Slovenia, India, and counting) and learn and share your knowledge on a globally diverse and dynamic platform. Having an owner's mindset is something that will take you far in this process. 

Specific responsibilities for the members of the team may include a wide range of activities required to deliver design and deliver uniquely effective and efficient operational performance. To take hiring and ongoing employee success as examples, for instance, these activities may include:

  • Understand needs from internal teams to carry out processes & define SLAs according to business requirements
  • Ensure execution of all tasks as per agreed SLAs
  • Define KPIs (Lead & Lag Metrics) and measure them to track process efficiency & effectiveness
  • Perform data analysis and generate reports 
  • Working cross-functionally with other teams i.e. working with various departments to act as a bridge between them to accomplish the projects with optimum results
  • Taking ownership for internal and external customer management
  • Source, build, and maintain relationships for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational needs, performance risks, and mitigations
  • Ensure vendors are meeting or exceeding Devrev’s commitment to supporting and promoting excellence in representation of the internal team
  • Be an agent for change and identify areas for improvement
  • Demonstrate operational excellence and focus on continuous improvement by re-engineering processes as needed (i.e. hiring, volume management, simple automations, etc.)

Minimum Qualifications:

  • BS/BA (or MS/MA/MBA) or equivalent degree, with outstanding academic performance
  • 3+ years of experience managing and driving operational performance, supporting operations excellence, and consulting in related fields
  • Operations management, program management, communication, stakeholder management, and negotiating with a track record of achieving engagement from cross-functional stakeholders
  • Proficient in Google Suite, MS Office, and open to learn new technologies as required for the role

Ideal Qualifications:

  • Strong problem-solving and analytical capabilities, with the ability to find creative solutions for open-ended problems
  • Outsourcing experience and knowledge of the outsourcing landscape including legal, financial, administrative, and technological components of outsourcing
  • Experience in BPO, shared services, and call center best practices for operations management
  • Outstanding communication, collaboration, and follow-up skills
  • Ability to connect with people deeply!
  • Excellent attention to detail and commitment to crisp execution
  • Ability to organize complex projects amid ambiguity and tight deadlines
  • Powerful orientation toward results, with an obsession to define, measure, and deliver against the most significant KPIs
  • Ability to document and organize information in a way that codifies knowledge
  • Earnest commitment to learning and growth

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. That is DevRev!