Business Operations - General Manager - CST Travel
Paytm · Posted Oct 19
Mobile payments, digital wallets, banking solutions, and financial services
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About the role
Paytm is India's leading mobile payments and financial services distribution company, building technologies that help small businesses with payments and commerce. The Travel vertical covers Flights, Bus, and Hotels, and this General Manager role leads operational strategy, business analytics, CRM workflows, and AI-driven automation across it. The role bridges operational execution, technology infrastructure, and executive decision-making, spanning MetaQL/Superset dashboards, enterprise CRM migration, and conversational/agentic AI deployment.
What you will do
- 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.
- 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.
- 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.
Skills used in this role
What the employer is looking for
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Paytm
Paytm is India's leading financial services company offering full-stack payment solutions, digital wallets, QR codes, and financial services to consumers and merchants. The platform provides comprehensive digital inclusion via UPI payments, banking services distribution, merchant devices, and lending solutions. Operating under its parent firm One97 Communications, Paytm has scaled its operations into a robust profitability-driven ecosystem.
- Industry
- FinTech
- Company size
- 10001+ employees
- Founded
- 2010
- Location
- Noida, Uttar Pradesh, India
- Funding stage
- Public Company
Funding
Public Company · $4.91B raised
- 2023-08-28Late Stage$246.34M
- 2020-11-20Angel$1.26M
- 2019-12-06Series H$673M
- 2018-08-27Series G$300M
Leadership
Founder & Chief Executive Officer
Chief Technology Officer
Recent coverage
A2Z TaxCorp
Paytm subsidiary's GST demand cut to ₹704 crore from ₹5,712 crore; no financial impact2026-10-15
The Economic Times
Paytm shares get new Buy rating after Nomura initiates coverage2026-10-15
Free Press Journal
Paytm's First Games GST Demand Slashed 88% To ₹703 Crore From ₹5,712 Crore2026-10-14