Position: Sr Associate – Operations

Organization: DigiSahamati Foundation

Location: Bengaluru

Job Description:

To manage daily operations involving the following aspects, reporting to the COO.

Member Relationship Management

• Respond to queries from AA ecosystem members via email, and phone in a timely, appropriate manner
• Respond to queries on Discord/WhatsApp/Twitter and other social platforms, from AA participants in a timely, appropriate manner
• Keep the CRM database of Sahamati up to date with information regarding member organizations and their contacts
• Publish a periodic newsletter to all members
• Publish periodic updates on ecosystem developments via mass email to ecosystem participants
• Manage billing and reconciliation for membership fees

Member Onboarding Management

• Review adherence to checklists required for onboarding participants onto a shared central registry
• Assist ecosystem members in getting registry details modified, if required

Project Management for Events

• Host “Pragati”, a monthly webinar, providing ecosystem updates to all parties
• Plan and execute periodic, phygital (physical and digital) industry events, including co-ordination with suppliers, and sponsors as needed

Issue Resolution

• Oversee SLA-driven adherence to issue resolution, by connecting with ecosystem participants as necessary – with the help of a support associate
• Drive improvements in automation of issue resolution, by providing requirements to the Sahamati Tech team

Dashboard Management

• Oversee SLA-driven adherence to the publication of dashboards to ecosystem members and to the public at large
• Drive improvements in dashboard automation, by providing requirements to the Sahamati Tech team

Content Management

• Oversee SLA-driven updates to key content artifacts published on the Sahamati website and in the Sahamati Ready Reckoner
• Organise all content assets (docs, spreadsheets, slideware) of Sahamati to facilitate easy retrieval and non-duplication

Key Skills and Traits

Skills

• Ability to operate tools such as Zoho CRM, Google Drive
• Good written communication skills in English, appropriate for formal business communication via email, newsletters and slideware

Traits

• Systematic, detail-oriented, methodical approach to work
• Ability to define a repeatable process for each goal
• Tolerant of ambiguity and comfortable with a start-up setup
• Hands-on and prefers being an individual contributor as compared to a manager of a team
• Comfortable with oral communication with external parties, though not necessarily extrovert in nature

Key Qualifications

Education

• Must have English-medium, High School Education

Experience

• Overall work experience of 8-10 years
• Latest assignment in the roles of either sales operations or project management
• Compensation will match industry standards