Entrata

Property management software with open API

Head of Service Operations

Business OperationsPosted on Nov 12

Full-timePune, Maharashtra, IndiaNo salary listed

About the Job

Requirements

At least 15 years of progressive experience in operations management, shared services, or business process outsourcing environments.
Experience managing and scaling 24x7 operational environments supporting Voice, Data, and Document Processing.
Experience implementing AI tools, robotic process automation, or automation platforms in production, with quantifiable efficiency gains and reduced manual handling.
Ability to oversee multiple technical and operational functions and deliver scalable, high-quality services aligned with company objectives.
Ability to collaborate with cross-functional teams globally, including research and development, implementation, and support, to drive operational efficiencies.
Analytical, problem-solving, and decision-making skills, including translating operational data into automation opportunities.
Experience with India operations and familiarity with the local business environment in Pune.
A Bachelor's or other advanced technical degree.
Knowledge of AI platforms such as UiPath, Kore.ai, Agentforce, and Document AI tools, and of operational analytics.
Experience transitioning operational functions to lower-cost locations while modernizing the technology stack.
Experience in the software-as-a-service industry and familiarity with modern operational technology stacks.
Understanding of operational excellence methodologies, including Lean and Six Sigma, alongside modern AI integration frameworks.
Ability to prioritize tasks, meet deadlines, and manage workload efficiently.
Ability to maintain professional interactions with internal and external stakeholders.
Ability to work in a fast-paced, high-stress environment.
Ability to use company-approved generative AI tools to automate routine tasks and accelerate high-value deliverables.
Accountability for auditing AI outputs for factual accuracy and brand alignment and removing hallucinations.
Ability to follow AI security protocols and prevent proprietary or personally identifiable information from being exposed to unauthorized models.
Ability to craft clear, context-rich prompts that produce consistent, high-quality results across business domains.

Responsibilities

Provide strategic leadership and direction to India-based operational teams across Voice, Data Entry, Invoice Processing, and Data Export, ensuring 24x7 execution and alignment with global company objectives.
Directly manage and mentor a diverse, multi-tier team of operational professionals across multiple functions, fostering high performance, collaboration, and innovation.
Oversee shift rostering, capacity planning, and business continuity across a 24x7 schedule.
Develop and execute a strategic plan to transition additional operational functions to the India office, identifying suitable functions, planning transitions, and managing execution to reduce costs, improve processes, and optimize service levels.
Implement best practices and streamline processes, ensuring human and AI-assisted workflows meet quality assurance benchmarks.
Develop and manage the operational budget for the India teams, ensuring cost-effectiveness and maximizing return on investment.
Collaborate with India research and development, Support, Information Technology, and global stakeholders to integrate operational strategies and roll out AI platforms.
Establish service level agreements and key performance indicators, including deflection rates and average handling time reduction, to track performance and report regularly to the Managing Director and stakeholders.
Audit end-to-end manual workflows to identify bottlenecks and deploy AI tools, including generative AI, intelligent document processing, and robotic process automation, to reduce manual handling and improve full-time-equivalent efficiency.

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.

Entrata is looking for a seasoned and proactive visionary for the Head of Service Operations position to guide our expanding Pune, India workforce. This critical leadership role involves the comprehensive management, expansion, and modernization of our 24x7 operational units in India. Reporting to the Managing Director, India, the successful candidate will partner with executive leaders across the US and India, including R&D, Implementation, and Global Support.

The core objective involves overseeing established shared services encompassing Voice Support, Data Entry, and Invoice/Data Processing while executing a strategic growth plan for the India office. Central to this mandate is leading our AI Transformation initiative, where the integration of Generative AI, agentic workflows, and advanced automation will be utilized to minimize manual tasks and maximize process efficiency. We require a leader with a demonstrated history of cultivating high-performance, round-the-clock teams and implementing AI-driven solutions within a SaaS environment.

Responsibilities will Include

Operational Leadership: Provide strategic leadership and direction to the India-based operational teams across Voice, Data Entry, Invoice Processing, and Data Export, ensuring flawless 24x7 execution and alignment with global company objectives.

Team Management: Directly manage and mentor a diverse, multi-tier team of operational professionals across multiple functions, fostering a culture of high performance, collaboration, and innovation. Oversee complex shift rostering, capacity planning, and business continuity across a 24x7 schedule

Shared Services Expansion: Develop and execute a strategic plan for transitioning additional operational functions to the India office, focusing on cost reduction, process improvement, and service level optimization. This includes identifying suitable functions, planning the transition, and managing the successful execution.

Operational Excellence: Drive excellence across all managed teams by implementing best practices, streamlining processes, and ensuring both human and AI-assisted workflows meet strict quality assurance (QA) benchmarks

Budget Management: Develop and manage the operational budget for the India teams, ensuring cost-effectiveness and maximizing ROI.

Cross-functional Collaboration: Collaborate closely with India R&D, Support, IT, and global stakeholders to ensure seamless integration of operational strategies and secure rollout of AI platforms..

Performance Monitoring: Establish strict Service Level Agreements (SLAs) and KPIs (e.g., Deflection Rates, Average Handling Time reduction) to track performance, providing regular reports to the Managing Director and stakeholders

AI & Automation Transformation: Audit end-to-end manual workflows to identify bottlenecks and aggressively deploy AI tools (e.g., Generative AI, Intelligent Document Processing, RPA) to reduce manual handling and drive significant FTE efficiency.

Essential Functions

Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

Maintain professional interactions with internal and external stakeholders

Ability to work in a fast-paced and high-stress environment

Minimum Qualifications

15+ years of progressive experience in operations management, shared services, or BPO environments.
Proven track record of managing and scaling 24x7 operational environments supporting Voice, Data, and Document Processing.
Demonstrated experience successfully implementing AI tools, RPA, or automation platforms into production, resulting in quantifiable efficiency gains and reduced manual handling.
Proven ability to oversee multiple technical and operational functions, ensuring alignment with company objectives and delivering scalable, high-quality services.
Exceptional ability to collaborate with cross-functional teams globally (R&D, Implementation, Support) to drive operational efficiencies.
Excellent analytical, problem-solving, and decision-making skills, specifically translating operational data into automation opportunities.
Experience with India operations and deep familiarity with the local business environment in Pune.

Education & Experience Requirements

Bachelor's or other advanced technical degree.

Deep knowledge of specific AI platforms (e.g., UiPath, Kore.ai, Agentforce, Document AI tools) and operational analytics.

Proven track record of successfully transitioning operational functions to lower-cost locations while modernizing the technology stack.

Experience in the SaaS industry and familiarity with modern operational tech stacks.

Deep understanding of operational excellence methodologies (Lean, Six Sigma) alongside modern AI integration frameworks

AI & Operational Fluency

AI Integration: Proactively leverages company-approved GenAI tools to automate routine tasks and accelerate high-value deliverables.
Strategic Oversight: Functions as the "Human-in-the-Loop," taking full accountability for auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Data Governance: Adheres strictly to AI security protocols, ensuring no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?

About the Company

Entrata

Property management software with open API

Entrata provides a comprehensive property management software platform with a single login and open-access architecture. It offers a wide range of online tools—including websites, mobile apps, payments, lease signing, accounting, and resident management—so property teams can run operations from one place. The service is delivered as a subscription-based software-as-a-service, and it includes an open API that lets clients connect third-party applications and customize their tech stack. Entrata serves more than 20,000 apartment communities nationwide. Its core differentiation comes from combining a broad, integrated toolset with open integrations, enabling property managers to streamline workflows and tailor the system to their needs rather than juggling multiple vendors. The company aims to help property managers operate more efficiently and deliver a better resident experience through a unified, adaptable software platform.

Company size: 1,001-5,000
Company stage: Growth Equity (Venture Capital)
Total funding: $707M
Headquarters: Lehi, UT
Founded: 2003

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