Head - Service Operations

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 Software is seeking a highly experienced and motivated [Sr Director/Vice-President] of Service Operations to lead our growing team in Pune, India. This operations leader is critically responsible for overseeing and scaling our India-based operational teams. This individual will report to the Managing Director, India, and work closely with other India & US leadership, including R&D, Implementation, Support and Services. The primary focus will be on managing existing shared service teams (Utility Operations, Professional Services/Implementation, Support, Marketing Services, etc.) and strategically expanding the India operations to encompass additional functions, optimizing for cost and process efficiency and operational excellence. This role requires a proven leader with experience in building and managing high-performing teams, preferably within the SaaS industry. Responsibilities will Include

Operational Leadership: Provide strategic leadership and direction to the India-based operational teams, ensuring alignment with global company objectives and India-specific goals.

Team Management: Directly manage and mentor a diverse team of operational professionals across various functions, fostering a culture of high performance, collaboration, and innovation.

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 operational excellence across all managed teams by implementing best practices, streamlining processes, and leveraging technology to improve efficiency and productivity.

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

Cross-functional Collaboration: Collaborate closely with other India leadership, particularly the R&D leadership, as well as global stakeholders, to ensure seamless integration and alignment of operations with other departments.

Vendor Management: Oversee relationships with key vendors and partners, ensuring service level agreements are met and costs are managed effectively.

Performance Monitoring: Establish key performance indicators (KPIs) and metrics to track the performance of the India operations, providing regular reports to the Managing Director and other stakeholders.

Compliance & Risk Management: Ensure compliance with all relevant regulations and company policies, and proactively identify and mitigate operational risks.

Talent Acquisition & Development: Lead the recruitment and development of top talent for the India operational teams, building a strong and sustainable workforce.

Minimum Qualifications

Bachelor's degree in a related field.

15+ years of progressive experience in operations management.

Proven track record of building and managing high-performing teams, including experience with remote or geographically dispersed teams.

Strong understanding of shared services models and experience in transitioning operational functions.

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, including R&D, Implementation, and Support, to drive operational efficiencies and optimize service delivery.

Excellent analytical, problem-solving, and decision-making skills.

Strong communication, interpersonal, and presentation skills.

The ideal candidate has significant experience leading operations in a global, multi-region organization, working across different time zones and cultural environments.

Experience with India operations and familiarity with the local business environment.

Preferred Qualifications

MBA or other advanced degree.

Experience in the SaaS industry.

Experience with specific SaaS tools or technologies relevant to your company.

Proven track record of successfully transitioning operational functions to lower-cost locations.

Experience with vendor management.

Experience with budget management and financial reporting.

Deep understanding of operational excellence methodologies (e.g., Lean, Six Sigma).

Experience scaling operations in a rapidly growing company.

Familiarity with relevant regulatory requirements and compliance standards.