Chief Operating Officer

Job Title:

Chief Operating Officer

Company:

DoubleTick

Location:

Mumbai

Experience Required:

7-12+Years

About DoubleTick:

DoubleTick is a Multi-Number Conversational Intelligence and WA CX Platform designed specifically to enable Frontline Executives, Sales Teams, Relationship Managers, Dealerships, Retail Stores WhatsApp Handles and centralise, govern, automate and scale Customer Experience using Business Messaging on WhatsApp by helping brands unlock the true voice of the customer and control CX across 1000s of these individual WhatsApp handles. It boosts operational efficiency by enabling AI Bots, automations, WhatsApp Voice, centralized WhatsApp broadcast and analytics across all WhatsApp handles of the organization.

DoubleTick is recognised as Emerging Technology Partner of the Year by Meta @ WhatsApp Business Summit 2025. Backed by InfoEdge Ventures and BeeNext Singapore, DoubleTick serves over 10,000+ businesses in India and UAE across 100+ verticals. Brands using DoubleTick include IDFC First Bank, MakeMyTrip, Bajaj Finserv, AngelOne, Piramal Finance, Kotak Securities, upGrad, Royal Enfield, CoinDCX, D-Link, ForeverMark, GRT Jewellers, Jaro, SabyaSachi, DarGlobal and more.

For more details, check out our website : https://doubletick.io

Role Overview

The COO will work closely with the CEO to lead business operations, align cross-functional teams, and drive growth across Sales, Marketing, Customer Success, and Operations. The ideal candidate has successfully scaled a B2B SaaS business, possesses strong expertise in CRM and Revenue Operations, and has a proven track record of building high-performing teams and delivering measurable business outcomes.

Key Responsibilities

• Partner with the CEO to define and execute the company's growth strategy and operating plan.
• Lead and scale Sales, Marketing, Customer Success, and Business Operations to achieve revenue and growth targets.
• Drive operational excellence by building scalable processes, systems, and performance frameworks.
• Improve customer acquisition, onboarding, retention, renewals, and expansion through a customer-centric approach.
• Establish and optimize Revenue Operations, CRM processes, sales forecasting, and business reporting.
• Monitor and improve key SaaS metrics including ARR, MRR, CAC, LTV, NRR, churn, pipeline conversion, and sales productivity.
• Ensure seamless collaboration across Product, Engineering, Sales, Marketing, Finance, HR, and Customer Success.
• Drive data-driven decision-making, operational efficiency, and continuous process improvement.
• Build, mentor, and lead high-performing teams while fostering a culture of accountability, ownership, and innovation.
• Represent operational performance in executive reviews and support strategic business initiatives, partnerships, and expansion opportunities.

Required Qualifications

• 10–15 years of experience, with at least 5 years in a senior leadership role (COO, VP Operations, Business Head, or equivalent).
• Proven experience in scaling a high-growth B2B SaaS company.
• Hands-on leadership experience across Sales, Marketing, Customer Success, and Business Operations.
• Strong understanding of CRM platforms (Salesforce, HubSpot, Zoho, Freshworks, Microsoft Dynamics, or similar) and Revenue Operations.
• Deep understanding of SaaS business models, subscription metrics, and operational best practices.
• Demonstrated ability to drive revenue growth, operational excellence, and cross-functional execution.
• Strong analytical, financial, strategic planning, and stakeholder management skills.
• Excellent leadership, communication, and decision-making abilities.

Preferred Experience

Candidates with experience in CRM, SalesTech, Customer Engagement, Marketing Automation, or Enterprise SaaS companies will be preferred.

What Success Looks Like

• Scalable business operations and processes.
• Predictable revenue growth and improved sales efficiency.
• Strong customer retention and expansion.
• High-performing, aligned cross-functional teams.
• Data-driven decision-making and operational excellence.
• Sustainable business growth and execution at scale.