Operation Manager - Purchase Protection

You will run operations for Assurekit's purchase-protection line of business: the shipping-protection, RTO-protection and e-commerce purchase-protection programs we operate for platforms such as Shiprocket (ShipSure), GoKwik, Meesho, Pepperfry and Mokobara, with new programs going live every quarter.
This is an operator's seat, not a strategy seat. You own the weekly operating loop for every program in the LOB: the data comes in, plans are enrolled, claims are adjudicated and paid on time, settlements reconcile to the rupee with partners and insurers, and each partner gets a clean, on-time report. When something breaks, you fix it, write down why, and change the process so it doesn't break again. Over time, you turn that loop into SOPs and automation with Data and Product so the LOB scales without headcount scaling with it.
The candidate will have responsibilities across the following functions:
Run the programs:
Own enrolment and data ingestion for each program: partner feeds, plan issuance, exception handling, reverse feeds back to the partner.
Own claims operations end-to-end: intake, adjudication against plan rules and loss caps, fraud/anomaly flags, payout instructions, TAT tracking and partner communication.
Run weekly settlements and reconciliations of partner invoices and payouts, insurer floats and premium remittances, claim reimbursements and clear breaks with Finance.
Produce the weekly and monthly partner MIS; run the operating review with each partner's ops counterpart.
Build the operating system:
Write and maintain the program SOPs and launch checklist; apply them to every new program go-live.
Define the LOB's operating metrics (enrolment accuracy, claims TAT, settlement variance, escalation volume) and keep the dashboards current with Data.
Own the LOB's automation backlog: identify the manual steps that don't scale, spec them with Data/Product, and drive them to closure.
Run merchant- and program-level deep-dives on loss makers and translate findings into rule, process or product changes.
Work across the company:
Be the operating counterpart to Partnerships for go-lives and to Finance for settlements and revenue recognition.
Manage the day-to-day work of the ops analysts assigned to the LOB; set priorities, review output, grow them.
Keep documentation in Notion current and used.
Requirements:
4-7 years in hands-on operations roles in e-commerce, logistics/shipping, payments, lending or insurance operations where you owned a recurring, high-volume process end-to-end (claims, settlements, reconciliation, fulfilment, disputes).
You have personally run a weekly or monthly reconciliation or payout cycle against partners or insurers and closed the breaks yourself.
Strong with spreadsheets at scale (tens of thousands of rows) and comfortable with SQL or BI tools to pull your own data.
Track record of writing SOPs and getting a team to follow them; you have improved a TAT or error rate and can quantify it.
Clear written communication: partner emails, MIS commentary, incident write-ups.
Operating discipline: cadences, checklists, exception loops, follow-through.
Numerical rigour and a low tolerance for unreconciled numbers.
Calm under partner pressure; escalates early with facts.
Process design instinct sees the manual step that will break at 3 volume and fixes it before it does.
Comfortable using AI tools (Claude/ChatGPT) in daily work for drafting, analysis and documentation.
Nice to Have:
Direct experience with RTO / shipping-protection, extended warranty, device protection or embedded-insurance operations.
Exposure to insurer-side processes (premium bordereaux, claims MIS, float accounting).
Familiarity with Notion, ClickUp, Metabase, Zoho.

Skills
Operations Management, Finance, Insurance Operations, Logistics Management

Experience
4-8 yrs