Join Us as a Practice Leader - Digital Operations

Technical Operation Manager

About Xerago

Xerago is a leading global digital impact consulting and services enterprise specialising in integrating digital, technology, and marketing functions for mid-market and large enterprises. With a focus on delivering impactful solutions across all customer-facing digital priorities, we excel in interconnecting practices such as experiences, data, analytics, AI, campaigns, commerce, and content. By addressing strategy, technology, and capability gaps, we streamline processes and experiences to create a digital flywheel that drives transformative outcomes while optimising costs for our clients.

Having offices across San Francisco Bay Area, Singapore, Hong Kong, Dubai, and Mumbai, Xerago has been providing digital impact solutions to achieve sustainable digital success, deliver measurable results, and drive long-term value for our clients, including large brands from automotive, banking, e-commerce, entertainment, healthcare, hospitality, mutual fund, insurance, retail, saas and gaming, telecom, travel and other technology vertical.

Job Title: Practice Leader - Digital Operations

Position: Digital Operations Leader

Department: Digital Operations

Location: Chennai

Employment Type: Full-Time

Job Description:

We are seeking an experienced Practice Leader - Digital Operations to lead our Digital Operations practice. This role is pivotal in ensuring the efficient, innovative, and growing operation of our digital platforms, encompassing content management systems (CMS), marketing automation tools, web applications, and managed services. The ideal candidate will bring deep expertise in digital operations, a growth mindset, and strong leadership skills to drive continuous growth and elevate our digital capabilities.

Ideal candidates should have a strong digital technology background, including expertise with enterprise-grade DXP/CMS platforms, marketing automation tools, and analytics/tag management tools (e.g., Google Tag Manager, Adobe Analytics). Exposure and knowledge in cloud infrastructure (AWS, Azure, or GCP), web development frameworks, and DevOps practices to support scalable and reliable digital operations. Familiarity with Agile methodologies, and ITIL practices, is essential along with core front-end and back-end technologies.

Skills:

Mandatory Skills:

Academic: Bachelor’s degree in Computer Science, Information Technology, Digital Marketing, or a related field.
Experience: Minimum 12+ years of IT experience in services industry with 5+ years in technical operations management, with a proven track record in a digital operations environment.
Problem-Solving & Communication:
- Excellent analytical skills with the ability to troubleshoot and solve complex issues.
- Strong interpersonal and communication skills, with the ability to influence stakeholders and effectively communicate technical concepts.

Desired Skills:

Familiarity with ITIL practices and Agile methodologies is essential.
Proficiency in creating and managing documentation for operations, processes, and SOPs.

What you’ll be responsible for:

Strategic Leadership:
- Drive the strategic direction of the Digital Operations team, aligning all activities with business goals and ensuring that digital operations meet or exceed all defined KPIs and Goals.
- Define a forward-looking vision for digital operations, focusing on efficiency, automation, and continuous improvement.
- Develop a customer-centric approach to digital operations, ensuring all platform activities and enhancements align with customer needs and expectations.
P&L Responsibility & Financial Performance:
- Profit & Loss Ownership: Oversee the practice’s P&L, managing revenue generation, cost control, and overall financial performance to meet or exceed budgetary goals.
- Revenue Growth: Drive revenue growth through effective pricing strategies, cost management, and maximizing efficiency across digital operations.
- Financial Forecasting: Develop accurate financial forecasts and manage practice budgets, ensuring alignment with company financial goals and targets.
Business Development Support & Client Relationship Management:
- Client Relationship Management: Support client relationship building and management, working closely with sales teams to foster strong client partnerships and identify growth opportunities.
- Sales Enablement & Pre-Sales Support: Collaborate with sales and pre-sales teams to support business development, contributing to proposal development, RFP responses, and showcasing digital operations capabilities to clients.
- Market Intelligence & Competitive Analysis: Provide insights into market trends, customer needs, and competitor offerings to support business development and help tailor digital offerings to market demand.
Platform Management:
- Drive delivery of all the Support and Maintenance programs of CMS platforms and marketing automation tools, ensuring seamless integration, high performance, and security.
Managed Services & Tagging:
- Grow a managed services team responsible for the implementation and maintenance of marketing and analytics tagging, ensuring data integrity and accuracy to support analytics and decision-making.
Innovation & Technology Roadmap:
- Innovation in Digital Platforms: Identify and implement emerging technologies Tools, and innovative solutions to differentiate our digital services, offer scalability, and rich user experience.
- Technology Roadmap: Develop and manage a technology roadmap for digital operations platforms, ensuring alignment with industry trends and business needs.
Performance Optimization:
- Establish and monitor key performance indicators (KPIs) to measure and enhance operational effectiveness.
- Identify and drive continuous improvement initiatives, leveraging analytics and team insights to optimize processes and outcomes.
Process Standardization & Quality Assurance:
- Develop, document, and enforce standard operating procedures (SOPs) to maintain high quality and consistency across all digital operations.
Change Management & Process Transformation:
- Change Management: Lead and support change management initiatives, particularly around digital transformation projects, ensuring smooth adoption across teams.
- Process Improvement Initiatives: Identify inefficiencies and drive process transformation to streamline operations, improve productivity, and enhance quality.
Team Development & Collaboration:
- Mentor and develop team members, fostering a collaborative, innovative, and growth-oriented culture.
- Promote cross-functional collaboration with stakeholders, including Marketing, IT, and Analytics, to align digital operations with organizational goals.