Assistant Operations Manager

Assistant Manager – Back Office Operations (HVAC LOB Line of Business)

Location: Mohali (100% On-site)

Shift: US Shift (4:30pm - 6:30am IST) with All Saturdays working during Summers

Background:

This role is pivotal in driving operational efficiency and customer experience for our HVAC business. The Assistant Manager will lead the back office operations for our HVAC division, managing various customer-facing and internal processes that ensure smooth day-to-day functioning. They will be the backbone of support for technicians in the field, the customer service team, and internal performance and training functions.

This is not a call center management role. We are not seeking someone with a BPO or inbound sales/call center background. Instead, this is an operations-heavy position that requires someone with strong leadership, cross-functional coordination, and project ownership capabilities.

Key Responsibilities:

1. Customer Operations Management

• Oversee inbound customer requests and ensure timely resolution of queries.
• Coordinate escalations and track ticket resolution metrics.
• Monitor and audit quality of inbound calls (agents as well as technicians).
• Improve NPS, CSAT, and other customer experience KPIs.

2. Field Technician Coordination

• Maintain real-time communication with HVAC technicians in the field.
• Track service schedules, delays, escalations, and real-time updates.
• Verify technician reporting, appointments, and service completion logs.

3. Procurement and Inventory Monitoring

• Coordinate with vendors to purchase HVAC equipment, parts, and tools.
• Track delivery timelines, backorders, and vendor performance.
• Maintain purchase logs and follow procurement SOPs.

4. Loyalty Program and Service Protocol Management

• Ensure adherence to internal service protocols and procedures.
• Administer and track customer loyalty program benefits and rewards.
• Maintain documentation of recurring customer servicing activities.

5. Performance & Incentive Tracking

• Calculate and process field technician commissions and incentive payouts.
• Monitor and process internal bonuses for agents and back office personnel.
• Maintain detailed records and ensure timely disbursals.

6. Training and Quality Control

• Lead daily scrum and huddle meetings for team alignment.
• Conduct call quality audits (both agent and technician calls).
• Monitor adherence to training protocols and process documentation.
• Identify process gaps and recommend improvements.

Who We're Looking For:

• A dynamic, process-oriented professional with strong project management and people handling skills.
• Someone who thrives in a structured environment and can still adapt quickly to the daily operational needs of a field-intensive business.
• Must be comfortable with data-driven decision-making, reporting, and handling escalations.
• Able to manage multiple small processes simultaneously and ensure compliance and quality control across all of them.

Preferred Qualifications:

• 4–8 years of relevant experience in back office operations, customer success, or service-based business operations.
• Background in industries like HVAC, field service, logistics, healthcare, or repair & maintenance is preferred.
• Strong knowledge of Microsoft Excel, ticketing systems (like ServiceTitan or Zoho), and CRM tools.
• Experience with daily operational reporting, SOP management, and performance-based tracking.

Exclusions:

• No candidates from pure call center/BPO backgrounds.
• We do not require telecalling experience—this is not a tele-sales, BPO manager, or customer care role.
• Focus is on operations, not just managing customer calls.

If you're ready to lead behind the scenes and drive real operational impact—this is your chance to be the force that keeps everything running smoothly. Apply now and help shape the backbone of our field operations