Business Operations Manager
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Job Description
Player-coach Business Operations Manager leading Contour’s India education-services operations, projects and shared services. Building intake, capacity, quality and automation systems for teams supporting students across Australia and India.
Responsibilities:
- Lead Operations in Contour's India team as a player-coach
- Lead operations coordinators, project coordinators and project managers, with pod leads reporting through them where applicable
- Run cross-team projects and complex coordination directly
- Set how projects and department requests are scoped, tracked and closed
- Review plans and status updates and intervene when work slips
- Map each service's workflow and document it in Notion
- Establish a single intake process with clear turnaround times
- Plan weekly capacity using dashboards of demand, turnaround and backlog
- Identify and automate repeatable manual handoffs, data entry and status chasing with the Internal Product team
- Use AI for first-pass quality checks, SOP drafting and request summaries while retaining human final review
- Inspect samples of finished work against functional owners' standards and address recurring faults
- Challenge estimates against historical jobs and agree changes with work owners
- Keep functional owners informed about demand, risk and capacity
- Conduct structured 1:1s and performance conversations
- Coach pod leads and clarify work dependencies
- Build cases for hiring, tools and process improvements
- Integrate new services into the pooled operating model
Requirements:
- Experience leading and being accountable for teams from more than one discipline, including one outside your own field
- Experience running projects end to end while leading a team
- Experience mapping and rebuilding a workflow with the people who use it
- Experience automating or moving a manual process onto a tool, with time saved or errors reduced
- Experience building a dashboard or report used for decision-making
- Experience challenging an estimate or plan with evidence and changing the outcome
- Experience directly managing people, including coordinators or project managers and leads of their own teams
- Comfortable with workflow tools such as Monday, Notion, Jira or similar
- Comfortable with spreadsheets and dashboards
- Curious about AI and no-code tools; engineering experience is not required
- Nice to have: shared services, a GCC, or a team serving colleagues in another country
- Nice to have: education or a student-facing business
- Nice to have: hands-on experience with Zapier, Make, n8n, Apps Script, or Lean process methods
Benefits:
- Fully remote, anywhere in India
- Working across the India and Australia time difference
- Pay benchmarked to the role and discussed openly early in the process
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