Job Description: Operations Manager
Atica Global
Atica is a leading, tech-first remote sales & revenue management company for hotels and hotel operators in the US, enabled by a unified tech-led solution. We're a startup, backed by some of the top investors in the country including Titan Capital and DIBS.
Work mode: Work from office
Joining: Immediate
Location: Pune, Maharashtra
Timings: 5 PM to 3 AM IST — 5 Days Working
Key Responsibilities
- Task Oversight: Ensure the team's daily work — RFP responses, PMS entries, CRM updates, and report generation — is completed accurately and within the expected turnaround time (TAT)
- Quality Control: Spot-check completed work daily to catch errors before they reach hotels or the sales team, and fix the underlying process when the same mistake keeps recurring
- SOP Ownership: Maintain and update the standard operating procedure for each task type, and make sure every associate and team lead is working to the same standard
- Performance Tracking: Monitor accuracy and TAT numbers daily at the individual and team level; keep error rates low and turnaround consistently within target
- Monthly Scoring: Run the monthly performance/variable-pay scoring process end to end — pull the data, validate it, and confirm final numbers with Finance on time
- Team Leadership: Manage and coach team leads, set daily task priorities, and redistribute work when volumes spike or someone's on leave
- Issue Resolution: Be the first point of contact when something goes wrong — a wrong entry, a missed deadline — trace the root cause, get it corrected, and prevent it from repeating
- Tool & Process Improvement: Improve how the team uses CRM, reporting platforms (e.g. Metabase), and internal tools (e.g. Appsmith) to work faster and with fewer errors
- Cross-Functional Coordination: Work with the Sales team to keep RFP requirements clear and make sure PMS/CRM data stays consistent with what's been committed to hotels and clients
- Team Development: Coach associates and team leads whose accuracy or TAT has slipped, and build a team that keeps improving with low attrition
Requirements
- 3–6 years in operations, back-office, or data-processing roles, with hands-on experience managing a team or team leads
- High attention to detail — comfortable being accountable for the accuracy of high-volume, precision-driven work
- Comfortable using data and reporting tools to track performance, not just gut calls
- Clear communicator who can hold a team accountable to a quality and turnaround standard
- Able to work the 5 PM–3 AM shift out of our Pune office
Nice to Have
- Experience in hospitality, hotel operations, or hotel distribution systems (PMS, RFP platforms)
- Prior experience in a data-entry or back-office environment with strict accuracy/TAT targets
