General Manager Operations

3 weeks ago

Madurai, Tamil Nadu, India Livspace Full time

JOB DESCRIPTION

As a General Manager - Operations, you will be responsible for leading a team of Operations Leads and ensuring customer delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines for your cohort/ city. You will manage internal stakeholders such as Finance, Vendor teams, Installer teams etc to ensure they get the required support to meet the customer promised timelines and quality standards.


• Own the customer experience completely post booking of project till the time of handover.

Act as a highest point of escalation for your region and ensure any of the issues highlighted by the customers are resolved within the committed ETAs and the projects are completed on a good note.


• Continuously coordinate with the cross functional teams such as installer teams , vendor teams, category teams, product teams etc to enable faster issues resolution for your team members to solve problems on ground.


• Be a people manager to empower the existing team and also hire the best of the talents in the country to strengthen the team of your region.


• Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, Customer Overall CSAT Score, Quicker resolution of customer escalations.

EXPERTISE AND QUALIFICATIONS


• NIT/BITS/IIT/ MBA from IIM/Tier 1 B-schools shall be preferred.


• 7 to 12 years of overall work experience in Startups or Operations in similar industries.


• People management skills (direct team reporting in past roles is a must)


• Strong attention to detail and excellent written and oral communication skills required.


• Structured thought process and strong analytical ability.


• Ability to thrive in a fast-paced startup environment. Manage strategic alliances/ business partnerships through builders, architects and interior consultants in order to achieve maximum project reach.

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