Operations Program Manager

About the Company

Adalat AI is building an end-to-end justice tech stack that automates manual and clerical pain points in courtrooms, giving judges back time to focus on what matters most: decision-making and delivering justice. Our solutions - from AI-powered transcription in Indian languages to case-flow management and document navigation - are now deployed across 9 states, covering nearly 20% of India’s judiciary. Backed by leading technology companies and funders, and incubated at MIT and Oxford, Adalat AI is working to eliminate judicial delays and expand access to timely justice. Founded by a team with backgrounds in law, technology, and economics from Harvard, Oxford, MIT, and IIIT Hyderabad, we are scaling rapidly across India and the Global South.

Role Overview

We are hiring an Operations Program Manager to run our customer support operation as it grows.

You own the Support function. The associates handle tickets; your job is to make the whole operation perform — every day, at a standard the rest of the company can rely on.

You will sit between the partnerships team, the engineering team, and the support associates who report to you. You will run the daily rhythm of support, own the numbers, grow the team, and be the single point through which operational work from across the company is routed and prioritised.

We have a preference (not a requirement) for people who have built an operation from scratch rather than managed a mature one. Adalat's support function is young. We are not looking for someone to keep a finished machine running; we are looking for someone to finish building it and then make it scale.

Key Responsibilities

Run the daily support operation — lead the morning and evening standups, track TAT (turnaround time), and keep issues moving until they are resolved
Own the support metrics — set targets for response time, resolution rate, and recurring-issue clusters, watch them daily, and answer for them to product and engineering
Build and lead the team — hire support associates, train and onboard them, and make the staffing and performance calls that keep the operation on target
Be the front door for cross-functional ops work — take in requests from partnerships and from live deployments, decide what gets done and when, and keep associates from being pulled off support piecemeal
Turn what support sees into what product builds — read the ticket data for patterns, gather the voice of the user, and hand engineering clear, structured signal
Design the operation to scale — write the SOPs and set the team structure that let support hold together as Adalat moves into new states

About You

You have run an operation before, and you know the difference between one that works because of you and one that works without you. You build the second kind.

You are fluent in numbers. You do not wait for month-end to find out how support did — you know by lunchtime, because you have already looked. When something slips, you see it in the metrics before anyone complains.

You can talk to an engineer and a district-court coordinator on the same afternoon and be useful to both. You understand the product well enough to be precise about a problem, and you understand users well enough to know a judge will not read a stack trace.

You are here to build and to stay. You are not looking for a title to hold for a year on the way to somewhere else.

Qualifications

3–5 years in operations, program management, or customer success, with real ownership of an operation — not only working inside one
A track record of building process where none existed: SOPs, trackers, team structure
Experience leading a small team, and comfort making decisions about people and priorities
Strong command of data — you live in dashboards and trackers, and you turn numbers into decisions
A working understanding of how software behaves for the people using it — you can tell what a user expected from what actually happened
Clear, tight writing — internal summaries, escalations, and documentation people can act on
Genuine interest in AI and legal-tech, and in how Indian courts take up technology

What You Will Achieve in a Year

You will have built a support operation that runs on systems rather than on any one person, and that users and internal teams trust
You will have hired and trained a team that hits its targets, and written the playbook that lets it grow
You will own the clearest read of support health in the company, and product and engineering will plan around it
You will have set the SOPs and structure that let support scale cleanly into new states and countries