Head of Service Operations India

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 is looking for a seasoned and proactive visionary for the Head of Service Operations position to guide our expanding Pune, India workforce. This critical leadership role involves the comprehensive management, expansion, and modernization of our 24x7 operational units in India. Reporting to the Managing Director, India, the successful candidate will partner with executive leaders across the US and India, including R&D, Implementation, and Global Support. The core objective involves overseeing established shared services encompassing Voice Support, Data Entry, and Invoice/Data Processing while executing a strategic growth plan for the India office. Central to this mandate is leading our AI Transformation initiative, where the integration of Generative AI, agentic workflows, and advanced automation will be utilized to minimize manual tasks and maximize process efficiency. We require a leader with a demonstrated history of cultivating high-performance, round-the-clock teams and implementing AI-driven solutions within a SaaS environment.

Responsibilities will Include

Operational Leadership: Provide strategic leadership and direction to the India-based operational teams across Voice, Data Entry, Invoice Processing, and Data Export, ensuring flawless 24x7 execution and alignment with global company objectives. Team Management: Directly manage and mentor a diverse, multi-tier team of operational professionals across multiple functions, fostering a culture of high performance, collaboration, and innovation. Oversee complex shift rostering, capacity planning, and business continuity across a 24x7 schedule 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 excellence across all managed teams by implementing best practices, streamlining processes, and ensuring both human and AI-assisted workflows meet strict quality assurance (QA) benchmarks Budget Management: Develop and manage the operational budget for the India teams, ensuring cost-effectiveness and maximizing ROI. Cross-functional Collaboration: Collaborate closely with India R&D, Support, IT, and global stakeholders to ensure seamless integration of operational strategies and secure rollout of AI platforms.. Performance Monitoring: Establish strict Service Level Agreements (SLAs) and KPIs (e.g., Deflection Rates, Average Handling Time reduction) to track performance, providing regular reports to the Managing Director and stakeholders AI & Automation Transformation: Audit end-to-end manual workflows to identify bottlenecks and aggressively deploy AI tools (e.g., , Intelligent Document Processing, RPA) to reduce manual handling and drive significant FTE efficiency.