Paytm Labs

Digital payments, loans, investments, and insurance

Business Operations General Manager - CST Travel

Business OperationsUpdated on Nov 12

Full-timeNoida, Uttar Pradesh, IndiaNo salary listed

About the Job

Requirements

A Graduate/Post-Graduate degree in Engineering, Data Analytics, Operations Management, or Business Administration; an MBA is preferred.
10–14+ years of overall experience in Business Operations, Operational Analytics, or CRM/AI Transformations, preferably in fast-paced technology, 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.
A track record of managing cross-functional teams and vendor ecosystems, and presenting executive summaries to senior business leadership.

Responsibilities

Architect, automate, and manage MetaQL and Apache Superset dashboards to monitor operational KPIs, service levels, and business health.
Evaluate the financial impact and ROI of business initiatives and contribute data-driven insights to the Annual Operating Plan.
Standardize executive reporting suites and ensure central-level dataset changes and limitations are reflected across operational dashboards.
Lead MetaQL enablement across business units to democratize data access and improve self-service analytical capabilities.
Lead end-to-end CRM migration strategies while ensuring zero operational downtime, system parity, and business continuity.
Identify operational bottlenecks and implement workflow automations to improve turnaround times and reduce manual intervention.
Establish governance and operational oversight across internal teams and third-party vendor partners to enforce execution standards.
Build and scale live CRM reporting mechanisms to bypass data warehouse latency and support real-time decision-making.
Design, audit, and optimize complex CRM routing and customer journeys to maximize process efficiency.
Drive integration of conversational AI and agentic platforms across customer support and operational workflows.
Design and fine-tune system prompts, intent mappings, and conversational flows to improve bot resolution accuracy and customer satisfaction.
Establish maker-checker control frameworks for risk management, compliance, and quality assurance across automated and agent workflows.
Direct development and rollout of real-time Agent-Assist (A2) Copilots to accelerate agent query resolution and improve productivity.
Deploy transient flows and event-triggered automations to enable instant responses to critical operational triggers.

Desired Qualifications

An MBA.
Experience in the Travel sector.

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

Requirements at a Glance

Experience Level: Expert
Education: Bachelor's, MBA

Benefits

Health & Wellbeing - Your group health benefits are 100% funded by us, and start on your first day.
Travel the World - Even though we are currently working remotely, usually our employees make frequent international business-related trips while working on exciting projects.
Continuous Learning - We're passionate about learning and strive to constantly improve and innovate. We learn from others, our challenges & our successes.
Connection - In this virtual world, we stay connected through events like game nights, movie nights, arts & crafts sessions (like Origami), meditation sessions, and much more.
Autonomy & Flexibility - You get to define how you want to make an impact. We truly believe that great things happen when people are given the trust and freedom to create their own path.
Beautiful Office - Whenever we return back to the office, you’ll get to check out our awesome workspace, complete with pool and ping pong tables, a snack-filled kitchen, and tons of cozy work spaces.

About the Company

Paytm Labs

Digital payments, loans, investments, and insurance

Paytm Labs offers an integrated digital payments and financial services platform in India for individuals and businesses, covering UPI payments, mobile recharges, bill payments, ticket bookings, loans, investments, insurance, metro cards, and more. Users initiate payments or financial actions in the app, which are processed through UPI and payment gateways, with revenue from transaction fees and commissions on financial services. It differentiates itself through a large ecosystem of merchants and users, a wide range of services in one app, and a focus on customer support and trust. Its goal is to make a broad set of financial services easily accessible to mass-market users while growing revenue via payment processing and financial services partnerships at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Noida, India
Founded: 2014

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