National Service Operations Manager

Eureka Forbes is a leading health and hygiene brand with over four decades of trust and innovation. Our service network spans across water purifiers, vacuum cleaners, and air purifiers. We operate one of the unique direct sales networks and a robust service ecosystem.

Job Description:

We are seeking a dynamic leader to oversee end-to-end service operations across the country. This role ensures exceptional customer experience and operational efficiency while driving profitability and long-term growth in service revenues, especially from Annual Maintenance Contracts (AMC).

The ideal candidate will combine strong operational rigor, people leadership, and customer-centric thinking to drive high-impact transformation initiatives across a distributed service network.

This is a high-visibility role sitting at the intersection of customer experience, operational governance, revenue growth, and digital transformation—best suited for someone who thrives in fast-paced environments and is passionate about scaling service excellence.

• Operations Governance & Process Standardization
  • Govern and standardize end-to-end service operations across all regions, ensuring strict adherence to SOPs, productivity benchmarks, and TAT norms.
  • Monitor and drive operational KPIs, conduct monthly governance forums, and ensure timely resolution of escalations via regional and partner teams.
  • Partner with Quality and Revenue COEs to drive national implementation of process improvement projects, campaign initiatives, and service excellence programs.
• Service Revenue & Performance Delivery
  • Own national service revenue and profitability goals; steer regional operations teams and service partners toward achieving monthly and annual targets.
  • Translate strategic AMC and service sales plans into executable region-specific playbooks with clear ownership and KPIs.
  • Analyze performance dashboards, identify revenue gaps, and implement data-driven interventions to boost AMC penetration and upselling.
• Workforce & Partner Network Management
  • Govern regional leadership and field technician teams to ensure optimal workforce planning, especially around seasonal peaks, new product launches, and marketing campaigns.
  • Strengthen performance management frameworks for Business Partners (BPs), aligning revenue goals, service quality, and incentive programs.
  • Drive initiatives for partner engagement, skill development, and capability enhancement to uplift network performance and compliance.
• Digital & Transformation Project Deployment
  • Lead nationwide deployment of digital service tools and platforms—ensuring training, adoption, and seamless transition from pilot to BAU.
  • Liaise between central transformation teams and regional stakeholders to ensure consistent rollout of GTM strategies, technology upgrades, and automation initiatives.
  • Track success metrics and user feedback to continuously improve digital adoption and impact.

• 10–12 years of experience in after-sales service operations, preferably in consumer durables, home appliances, electronics, or automotive sectors.
• Prior experience in leading large distributed service teams, including both company-owned and partner-managed setups.
• Strong program management skills for deploying transformation or digital initiatives across geographies.
• Familiarity with tools like Salesforce Service Cloud, SAP FSM, ServiceMax, or similar service management platforms is a plus.
• Service Operations Management: Proven experience in managing nationwide service delivery operations with a strong understanding of SOPs, TATs, escalation handling, and quality assurance.
• Revenue & P&L Ownership: Demonstrated success in driving service revenue (especially AMC) and managing P&L for service verticals.
• Customer Experience Leadership: Deep understanding of NPS, CSAT, and VOC programs with a track record of improving customer satisfaction and loyalty.
• People & Partner Management: Strong leadership experience managing regional teams and external partner networks; ability to drive performance through KPIs, coaching, and engagement.
• Digital Transformation: Experience in rolling out service-related digital tools (CRM, technician apps, self-service portals) and leading change management across large teams.
• Analytical & Data-Driven: Comfortable working with dashboards, MIS, and performance analytics to make informed decisions and interventions.