Senior Call Center Manager, India Operations

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance

3) to protect the whole home

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Senior Call Center Manager, India Operations
Location: India  
Workplace Type: Remote  

Job Summary 

The future is bright for Porch Group, and we’d love for you to be a part of it as our Senior Call Center Manager, India Operations. 

This role will be foundational in building and scaling Porch’s India-based operational hub, supporting our Porch Moving Group (PMG) Ops team, leading our Service Representative teams and ensuring operational excellence across workflows. Reporting into U.S.-based leadership, this position will serve as the primary onsite leader responsible for standing up the site, managing day-to-day operations, supporting workforce planning, ensuring compliance, and driving strong cultural alignment with Porch’s values. You will partner closely with Talent Acquisition, HR/People, IT/Compliance, and business leaders to ensure operational readiness, quality performance, and a worldclass employee experience. 

What You Will Do As A Senior Call Center Manager

Operational Leadersship

• Lead the setup, launch, and ongoing management of PMG’s India operations, including staffing, workflows, and compliance. 
• Serve as the onsite leader for Service Representatives, overseeing performance, coaching, scheduling, and day-to-day support in partnership with U.S. leadership. 
• Liaise between PMG Ops Leadership and staffing vendors, providing timely feedback to vendors on contractor performance and ensuring SLAs are met. 
• Build and maintain a strong, positive team culture that reflects Porch Group’s mission and operating principles. 
• Implement and manage operational processes, metrics, and service-level expectations to ensure consistent delivery of high-quality service. 
• Partner with HR/People, Talent Acquisition, and Total Rewards on recruiting, onboarding, compensation structures, and policy adherence for PMG’s India based employees. 
• Coordinate with IT and Security teams to ensure compliance with technology requirements, equipment standards, and data security protocols. 
• Ensure all legal, regulatory, and vendor related obligations for India operations are met. 
• Support workforce planning, including peak season scaling, staffing needs, and alignment with business forecasts. 
• Collaborate with cross functional leaders to continuously improve processes, productivity, and customer experience outcomes. 
• Act as the escalation point for onsite concerns related to performance, attendance, behavior, and operational continuity. 

Compliance & Risk Management 

• Ensure contractor engagement aligns with independent contractor guidelines and company policies 
• Maintain appropriate separation between contractor oversight and employee management activities 
• Partner with HR, Legal, and Procurement to address contractor-related risks or concerns 
• Support audits, reporting, and documentation related to contractor engagement 

What You Will Bring As A Senior Call Center Manager

• 5+ years of experience leading operations, call center teams, BPO programs, or customer support organizations. 
• Bachelor’s degree (or 4 years of relevant experience in lieu of)  
• Experience standing up or scaling a new site or business unit strongly preferred. 
• Proven people leadership experience, including coaching, performance management, and talent development. 
• Strong understanding of call center operations, SLAs, workforce management, and quality frameworks. 
• Experience working directly with U.S. based business teams. 
• Excellent English communication and interpersonal skills. 
• Demonstrated ability to navigate complexity, prioritize effectively, and lead through ambiguity. 
• Strong decision making, operational rigor, and analytical problem solving skills. 
• Comfortable working onsite and managing teams in a high-volume support environment. 
• This role requires full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST – 7:00 AM IST). A Night Shift Allowance is applicable for this position in line with company policy.
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload 

The application window for this position is anticipated to close in 2 weeks (10 business days) from March 9, 2025. Please know this may change based on business and interviewing needs.

What You Will Get As A Porch Group Team Member 

Pay Range*: INR 1,407,500 - 1,505,000 INR annually 

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location. 

Our benefits package will provide you with comprehensive coverage for your health, life, and financial well-being.    

• Our benefits include medical insurance, accident insurance and retiral benefits. 
• Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity Leaves, and weekly wellness events. 

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What’s next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.