Business Operations Leader

7 days ago

Nellore, Andhra Pradesh, India beBeeOperations Full time ₹ 12,30,000 - ₹ 2,01,12,000

About us: Livspace is Asia's largest and fastest-growing omnichannel home interiors and renovation platform. We provide a one-stop renovation solution for homeowners from design to managed last mile fulfillment for all rooms in a home.

We have organized a fragmented industry, bringing together designers, brands, manufacturers, and contractors to enable an eCommerce-like trusted and predictable experience.

Livspace boasts of a community of 50,000+ satisfied customers and over 2,000 interior designers who work with us.

The role involves leading operations teams and ensuring customer delight. This includes coordinating with the design and production teams to keep them aligned with committed timelines for your cohort or city.

You will manage internal stakeholders such as Finance, Vendor teams, Installer teams, etc., to ensure they receive the required support to meet customer-promised timelines and quality standards.

  • Lead the customer experience completely post booking of project till the time of handover.
  • Act as the highest point of escalation for your region and ensure any issues highlighted by customers are resolved within committed ETAs and projects are completed on a good note.
  • Continuously coordinate with cross-functional teams such as installer teams, vendor teams, category teams, product teams, etc., to enable faster issue resolution for your team members to solve problems on ground.
  • Be a people manager to empower the existing team and hire the best talents in the country to strengthen the team of your region.
  • Ensure everyone in the team adheres to 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.

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