Role Description We're looking for a Head of Operations to build the operational engine that lets us scale fulfilment quality without scaling headcount in lockstep. You'll inherit a team of 4 and grow it to 6-7 over your first 12 months. You'll sit at the centre of every important operational decision, as a key strategic partner to the CEO and Board and a critical member of the Senior Leadership Team. This is not a role for maintaining the status quo; it's for an operator who wants to define and drive our path to efficient, profitable scale. This is not a classic COO role, and it is not a classic Head of Ops role. It sits between operations, seller experience, 3PL partner management, finance, and engineering. You should think like a top-tier operator AND be comfortable enough with Claude, SQL, APIs, and internal tooling to turn a messy manual workflow into a system that runs itself. The Mission: What You Will Achieve - Transform our operations from reactive firefighting into a proactive, data-driven machine that compounds. - Deliver on our promises to sellers while building the automation and team infrastructure that frees the business to grow. - Combine hands-on operational leadership with strategic thinking and a builder's mindset. - Lead from the front by building automations in Claude, spending time in warehouses, and answering customer tickets yourself. - Be the kind of operator who's comfortable with technical tools and processes. Core Pillars of Success - Operational Excellence: Own the end-to-end fulfilment process (warehouse partners, carriers, customer support) and make it run reliably at scale. - Partner Performance: Manage our 3PL and carrier relationships with discipline: SLAs, scorecards, escalation paths, and commercial leverage. - Build, Automate & Augment: Design and ship AI-driven operational workflows using Claude, Make, and Retool. - Customer Operations: Own the customer support function, drive CSAT and inbound-contact-rate improvements. - Team & Playbook: Take ownership of an existing 4-person ops team, stabilise it, and grow it to 6-7 people. Qualifications - Top-tier management consulting pedigree. - Frontline operator: Experience on the shop floor, in customer support, and building automations. - AI-native builder: Proven ability to use tools like Claude, Make, and Retool. - Operations depth: Direct experience running operations in a high-growth environment. - SQL fluency: Ability to write SQL queries to interrogate the platform directly. - Startup experience: Proven ability to thrive in a fast-paced, ambiguous environment. - Analytical rigour: Use data to diagnose problems, prioritise improvements, and measure impact. - Strong communicator: Able to manage external partners and represent operations credibly to the board. Bonus Points (Nice to Have) - Degree in engineering, science, or related quantitative field. - Prior experience in logistics, e-commerce fulfilment, or supply chain. - Prior experience managing a customer support function, including familiarity with ticketing systems. Benefits - Own meaningful infrastructure at the intersection of operations, seller experience, 3PL partner management, finance, and engineering. - Work directly with the founder in a company that treats AI-native systems as a core way it runs. - Real product-market fit, real brands, real traction, and a clear operational problem worth solving. - A seat on the Senior Leadership Team from day one, with a genuine path from Head of Operations to COO. - Travel to our warehouse network across the UK, EU, and US. - Strong growth in scope, career, and compensation as the business scales.

• Handle the process of Evaluators acquisition for the forecasted missions in operating areas • Ensure proper scheduling and execution of the fieldwork projects as per company standards • Verify that field surveys meet is electronically submitted on time and meet our standards (quantity VS quality) • Conduct surveys screening and validation • Set appropriate pay rate to evaluations while making sure operation margin target is reached • Contribute to the Evaluators Database optimization and make sure data are updated • Maintain healthy relationship with Evaluators. • Make sure the finance team has all their payment details of evaluators to receive their payments on time.

• Strengthen and standardize country operations • Ensure clear roles, crisp accountability, and strong operating routines. • Define and implement simple, scalable operating models across HR, finance, procurement, compliance, IT, security, and risk. • Embed global standards in context-appropriate ways that reduce friction so dollars reach recipients faster and more reliably. • Coordinate and represent country office realities in global standards setting, priority setting, and resource allocation • Ensure rollout of global standards in ways that are context appropriate, user-friendly, meaningful, and rigorous • Oversee financial management across all country offices ($350M+/year), ensuring budgets enable scale and mitigate risk. • Establish clear KPIs, dashboards, and operating reviews to maintain cost-efficiency. • Oversee new country launches and compliant wind-downs with clear playbooks and risk mitigation. • Coordinate across functions to ensure smooth execution. • Translate operational insights into repeatable systems, tools, and automation that reduce manual work. • Champion continuous improvement and technology adoption to scale efficiently and nimbly. • Maintain a global risk framework and lead or support crisis management when needed. • Serve as the operational bridge between country leadership and global teams, ensuring priorities are well-resourced and executed consistently. • Partner with COO to refresh roles, responsibilities, and accountabilities and how they are split between country directors and global shared services departments • Lead an ops & finance working group to to identify and test step-change efficiency improvement at scale (using budget & process data, then piloting changes) • Launch a new country office in a crisis-prone region in 3 months • Systematize contracting approval processes to cut cycle time by 2x while maintaining compliance & auditability.

Role Description - Active Directory Level 3 Specialist administration - Active Directory operational assistance - Managing AD objects, Organizational Units (OUs) including creating, moving, and deleting OUs as per organizational structure - Managing Active Directory Sites and Services for efficient replication and network access - Monitoring and maintaining Active Directory health and performance - Support typical Active Directory issues and work to resolution and root cause identification - Domain Controller Management - Migrating / Upgrading domain controllers and windows server when necessary - Managing DNS, DHCP And Group Policy Objects - Configuring security policies, software installation policies, and user environment settings through GPOs - Configuring and managing DFS namespaces and folders and troubleshooting DFS replication issues - Windows Server/Client OS installation, troubleshooting OS level issues, installation of application software on different Server/client OS - Configuring Windows file server cluster & SQL AOAG cluster - Managing Antivirus products like Microsoft Defender for Endpoint - Managing PKI, Root CA, Intermediate CA Certificates and Public domain certificates - Managing Azure Entra ID, File & Print Server - Supporting Print applications like EveryOne Print solution - New server installation and configuration remotely using iDRAC and ILO - Good General Server/Network Administration Concepts - Knowledge of PowerShell scripting - Managing External public DNS server, FTP, Signify - Preparing SOPs, Root Cause Analysis for all major incidents - Vulnerability remediation on Server - Creation of custom scripts for ad-hoc tasks - Involvement in management of daily operations Qualifications - Tools: Active Directory, CSC/Ultra DNS, PKI, Service-Now - Technologies: Microsoft Windows Server 2016 & 2019 Administration, Azure, Microsoft Office365, Vulnerabilities Remediation, Qualys - Skills: Windows Server Administration, OS Upgradation & Migration, Active Directory, Azure Entra ID, DNS, DHCP, Group Policies, Windows Clustering, Vulnerability Remediation, PKI Certificates management, File server - Dell Hardware support Company Description At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace.