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Senior Operations Manager
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Ambitious and results-driven professionals are sought to lead high-performing teams, ensuring seamless customer experiences. Key responsibilities include coordinating with cross-functional teams to meet project timelines, managing internal stakeholders, and empowering team members through strategic hiring and process optimization.
Main Responsibilities:
- Spearhead customer experience post-project booking until handover, fostering exceptional relationships and resolving issues promptly.
- Act as the highest point of escalation for the region, guaranteeing timely resolution of customer concerns and successful project completion.
- Collaborate closely with installer, vendor, category, and product teams to accelerate issue resolution and empower team members to tackle on-ground problems effectively.
- Foster a culture of excellence by recruiting top talent and developing existing team members, promoting a standardized customer experience.
- Ensure adherence to defined processes, SOPs, and standards to deliver consistent customer satisfaction.
Critical Performance Metrics:
- Customer Move-In Timeline Adherence
- Overall CSAT Score
- Swift resolution of customer escalations
Requirements:
- MBA from IIM or Tier 1 B-school preferred
- 7-12 years of work experience in startups or operations within similar industries
- Proven people management skills, with direct team reporting experience essential
- Strong attention to detail, excellent written and oral communication skills required
- Structured thought process and strong analytical ability
- Ability to thrive in a fast-paced startup environment
