Business Operations - General Manager - CST Travel

Bengaluru, Karnataka · 10-14 years experience · Onsite · Posted Oct 19, 2026

At a glance

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.

Paytm is seeking a strategic and tech-forward General Manager — Travel Business Operations to lead operational strategy, business analytics, CRM workflows, and AI-driven automation across the Travel vertical.
This leadership role bridges the gap between operational execution, technology infrastructure, and executive decision-making to scale operations and optimize ROI.

Architect, automate, and manage MetaQL and Apache Superset dashboards to monitor core operational KPIs, service levels, and business health.
Perform deep-dive evaluations on the financial impact and ROI of business initiatives, actively contributing data-driven insights to the Annual Operating Plan (AOP).
Standardize executive reporting suites, ensuring central-level dataset changes and limitations are seamlessly governed and reflected across operational dashboards.
Lead MetaQL enablement across business units to democratize data access and elevate self-serve analytical capabilities.
Lead end-to-end CRM migration strategies, ensuring zero operational downtime, system parity, and business continuity.
Continuously identify operational bottlenecks and implement workflow automations to improve turnaround times and reduce manual intervention.
Establish governance and operational oversight across internal teams and third-party vendor partners to enforce high execution standards.
Build and scale live CRM reporting mechanisms to bypass data warehouse latency and empower real-time decision-making.
Drive the integration of conversational AI and agentic platforms across customer support and operational workflows.
Direct the development and rollout of real-time Agent-Assist (A2) Copilots to accelerate agent query resolution and boost productivity.

Graduate/Post-Graduate degree in Engineering, Data Analytics, Operations Management, or Business Administration (MBA preferred).
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, or Travel sectors.
Hands-on expertise in Superset, MetaQL/SQL, CRM architectures, event-driven workflow automation, and data governance frameworks.
Demonstrated experience with conversational AI platforms, system prompt engineering, LLM implementation, or Agent-Assist tools in high-volume operations.
Exceptional leadership skills with a track record of managing cross-functional teams, vendor ecosystems, and presenting executive summaries to senior business leadership.