General Manager Operations

4 weeks ago

Mumbai, Maharashtra, India Livspace Full time
ABOUT US

Livspace is Asia's largest and fastest-growing omnichannel home interiors and renovation platform. Using its proprietary technology, Livspace provides a one-stop renovation solution for homeowners—from design to managed last mile fulfillment for all rooms in a home. The platform has organized a fragmented industry, bringing together designers, brands, manufacturers, and

contractors to enable an eCommerce-like trusted, and predictable experience.

The company launched operations in Bengaluru, India in 2015. Since its inception, Livspace has organized a fragmented industry, bringing together a curated community of designers, brands, manufacturers and contractors. This has resulted in an e-commerce like trusted and predictable experience for the homeowners. Livspace boasts of a community of 50000+ satisfied customers and over 2000 interior designers.

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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