Head of Ops and Delivery
Richpanel
Head of Ops and Delivery
Richpanel
Ecommerce customer-service platform with automation
Richpanel · Bengaluru, India · Full-time · Posted 2026-08-30
Salary: INR 6,000,000–8,000,000
Workplace: on_site
Quick highlights
• Your mission: Customers get the results we promised as we grow.
• Your scope: Run Onboarding, Customer Success and Customer Support. You own their results, people and capacity.
• Your starting point: Do each job yourself. Map the skills. Hire, train and coach the team.
• Your scorecard: Successful launches, automation, retention, support quality and delivery cost.
• Location: Bengaluru. On-site.
• Reports to: CEO.
About Richpanel
Richpanel is the AI helpdesk for ecommerce.
Brands hire an AI support team that resolves routine questions. Their people handle the moments that need judgment.
We are profitable, backed by Sequoia and serve 3,000+ brands.
About the role
A customer signs because we promise a result. You run the team that delivers it.
You lead Onboarding, Customer Success and Customer Support. Our support team serves the brands using Richpanel.
Start by doing each job yourself. Set up the AI, run onboarding, manage accounts and resolve support issues. Learn what good work takes before deciding who to hire.
Map the skills, assess the team and close the gaps. Hire people, train them on real work and verify they can perform independently.
Keep enough trained capacity across all 3 functions as we grow. Coach weak work and measure whether it improves.
What you will own
Customers reach the promised result
• Run migration, policy setup, AI configuration, testing and customer training.
• Give each new customer a named owner through launch and hypercare.
• Inspect conversations and actual actions. Verify the result before calling work complete.
• Keep answer quality and customer effort visible beside automation.
Customers stay and grow
• Own adoption, account health, renewals and expansion.
• Give every account an owner, agreed outcomes and a next step.
• Intervene when usage falls, results stall or a champion leaves.
• Coach CSMs using account reviews, customer calls and renewal outcomes.
Customers get support they can rely on
• Own coverage, response times, resolution times, backlog and escalations.
• Diagnose whether an issue comes from policies, setup, tools or the product.
• Give Engineering usable evidence for product fixes. Keep the customer informed and verify recovery.
• Review ticket quality, reopens and customer satisfaction. Fix recurring problems.
The team can do the work
• Map each role's tasks, skills and quality standards.
• Assess the team. Separate skills we can teach from judgment needed when hiring.
• Build hiring scorecards and practical tests. Recruit and select people against them.
• Train through supervised work. Verify readiness before assigning independent customer ownership.
• Coach with examples, reassess the work and address persistent underperformance.
Capacity keeps pace with demand
• Forecast launches, account workload and support volume separately.
• Include complexity, coverage, leave, training and rework in staffing plans.
• Track productive workload, quality and cost by function.
• Hire before customers feel the gap. Improve the work when extra people would hide a recurring failure.
• Own the delivery headcount plan and budget within agreed limits.
Sales owns selling. Engineering owns product fixes. You own delivery across those handoffs, including customer follow-through until the problem is resolved.
The results you own
• Implementation: Deliver the contractual guarantee of 50% automation within 30 days. Work toward 70% within 60 days.
• Retention: Work toward 85% gross revenue retention and 120% net revenue retention overall. The targets for customers paying $1,000+ monthly are 90% and 130%.
• Support: Establish the baseline and agree service targets. Track response, resolution, backlog age, satisfaction and repeat problems.
• Team: Track hiring quality, time to independent work, coverage and performance.
• Economics: Keep delivery capacity within the agreed budget and track cost to serve.
Gross retention excludes expansion. Net retention includes it. These are operating targets, separate from the contractual automation guarantee.
Evidence we look for
• You have owned customer delivery, support or success at a growing software company.
• You have built and managed teams across more than one customer function.
• You learned the work yourself before hiring people to do it.
• You can show how you mapped skills, hired people and trained them to work independently.
• You improved weak employee work through specific coaching. You can also explain a hire that failed.
• You can reconstruct a launch failure, customer recovery or retention result with numbers and dates.
• You plan staffing using workload and complexity. You can explain where an estimate was wrong.
• You use AI in daily work and verify its output.
• You write clear instructions, give direct feedback and handle difficult customer conversations.
• You can begin before the full team exists and train others to run the work.
You need enough technical fluency to diagnose customer issues and work with Engineering. Writing production code is not the role.
Your first 30 days
• Do representative work across all 3 functions.
• Establish starting numbers for customer outcomes, workload, quality and cost.
• Map skills, assess gaps and agree hiring priorities.
• Identify the biggest delivery failure and start fixing it.
Your first 60 days
• Put launch and hypercare playbooks into use.
• Run delivery reviews across onboarding, account health and support.
• Hire and train against the skill gaps. Make readiness decisions from observed work.
• Show an improvement from coaching and a reduction in repeat failures.
Your first 90 days
• Run the teams within agreed authority.
• Use a capacity forecast to assign work and plan hiring.
• Show customer quality and team performance against the starting numbers.
• Have trained coverage so routine delivery can run without founder intervention.
Why join Richpanel
You shape how customers get results from AI. You report to the CEO and lead the team responsible for delivering the promise made in every sale.
Compensation
• Fixed salary: ₹60,00,000 to ₹80,00,000 per year, based on experience.
• Target bonus: 20% of fixed, tied to the agreed operating scorecard.
• Target cash compensation: ₹72,00,000 to ₹96,00,000 per year.
• ESOPs: 0.5% to 1.0%. Four-year vesting with a one-year cliff.
• Benefits: Paid time off, learning support, company offsites, health cover and the equipment you need.
Interview process
1. Discuss a delivery team you built and the results you owned.
2. Work through a customer problem and show how you would handle it yourself.
3. Build a skill map, coach a work sample and defend a capacity plan.
4. Meet the people you would work with. Complete a founder conversation and references.
Apply for the role
Tell us:
• Describe a customer function you personally ran. What work did you do yourself, what was the starting number and what improved?
• Walk through a team you built. How did you map skills, assess gaps, hire and train people? How did you verify they were ready?
• Show a capacity decision you made. Include workload, team size, complexity, cost and the effect on customer outcomes.
• Describe a failed launch, at-risk account or support incident you owned. What did you do for the customer? What changed afterward?
Please separate your own work from the team's results.
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Richpanel provides a customer service platform for ecommerce teams. It centralizes support work with a ticketing system, live chat and messaging, a self-service portal, and an agent console to handle conversations. The product automates routine tasks and routes inquiries across channels while keeping interactions personal through context from integrated data sources. It connects with various data sources to show customer lifecycles and revenue analytics, helping teams understand which customers generate value and where to intervene. Richpanel competes by focusing on ecommerce-specific needs, offering inline automation and a unified view of customer data, rather than generic helpdesk tools. Its pricing is subscription-based with tiers that add more features and support. The goal is to help online retailers scale customer support as they grow, improving response times, customer satisfaction, and revenue insight.
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