Manager, Central Operations

Pathao is on the lookout for a dynamic, data driven and passionate individual to join as Manager, Central Operations in the Fintech Department. This role focuses on customer trust, compliance, retention, resurrection, and revenue growth. 

The incumbent will be responsible to:

• Drive the end-to-end CX and Merchant CLM strategy, taking full accountability for retention, resurrection, and revenue recovery by defining and optimizing KPIs—such as GMV recovery and ARPU uplift—directly tied to commercial growth
• Lead and scale a layered backend operations, customer support, and complaint management organization with strong SLA, quality and productivity control
• Design and execute customer and merchant reactivation and resurrection programs in partnership with Growth and Business teams
• Enable sales and business teams through operational support, lead recovery, merchant follow-ups, and lifecycle interventions
• Lead the backend operations team to ensure complete compliance across the merchant onboarding process
• Use customer data, complaints, and behavior insights to identify churn risks, revenue leakage, and upsell or cross-sell opportunities
• Act as the primary owner of customer escalations, systemic issues, and regulator-driven requirements, ensuring fast resolution and long-term fixes
• Build and present executive dashboards that connect operational performance to growth and revenue impact for effective communication with leadership

The incumbent should bring along:

• 8 years of experience in Operations, CX and Sales
• Bachelor’s degree in Business/Communication or a related field
• Ability to deliver stretch targets and meet tight deadlines successfully
• Tactically sharp and data-driven, with the ability to translate strategic direction to relevant operational activity
• Ability to work cross-functionally through clear communication, compromising collaboration and efficient conflict resolution
• Proven experience in driving retention, reactivation, compliance or revenue recovery initiatives at scale 

Here’s What You’ll Enjoy at Pathao!

• A dynamic & collaborative workspace
• Competitive salary package
• Two annual festival bonuses
• Leave encashment
• Comprehensive insurance coverage
• Gratuity
• Meal Allowance
• Phone allowance
• Periodic team dinner
• Exclusive employee discounts on Pathao services

If you are passionate to Challenge, Create and Change the future of fintech industry, we encourage you to Apply through the Application Button –

 Apply Here

We will be accepting applications till February 22, 2026.