# Business Operations – General Manager – CST Travel

- Link: https://100xfounder.com/job/paytm-business-operations-general-manager-cst-travel-a0d295/
- Published: 2026-10-19T16:05:38+05:30
- Author: 

### About Us

**Paytm** is India’s leading mobile payments and financial services distribution
company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies
that help small businesses with payments and commerce. Paytm’s mission is to serve
half a billion Indians and bring them to the mainstream economy using technology.

### Role Overview

We are looking for a strategic and tech-forward **General Manager — Travel Business
Operations** to lead operational strategy, business analytics, CRM workflows, and
AI-driven automation across **Paytm’s Travel vertical (Flights, Bus, Hotels).**

In this leadership role, you will bridge the gap between operational execution, 
technology infrastructure, and executive decision-making. You will be responsible
for scaling operations, optimizing ROI on key initiatives, driving enterprise CRM
transformations, and deploying agentic AI solutions to enhance both customer experience
and frontline team productivity.

### Key Responsibilities

### 1. Data Analytics & Business Performance

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.

### 2. Enterprise CRM Management & Workflow Optimization

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.

**3. AI Bot Integration, Prompt Engineering & Maker-Checker Governance**

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.

### Candidate Qualifications & Requirements

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.

### Why Join Us

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals

4. Respect, that is earned, not demanded from your peers and manager