Operations Director

1 day ago

Gandhinagar, Gujarat, India beBeeOperational Full time ₹ 1,75,00,000 - ₹ 2,50,00,000

About Us

Livspace is Asia's largest and fastest-growing omnichannel home interiors and renovation platform. Using its proprietary technology, it 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.

Since its inception, Livspace has brought 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.

We boast of a community of 50,000+ satisfied customers and over 2,000 interior designers.

Job Description

Role Overview

This role oversees a team of operations leads to ensure customer delight. The General Manager will coordinate with the design and production teams to maintain alignment with committed timelines for their cohort or city.

  • Own the customer experience completely post project booking till handover.
  • Act as a highest point of escalation for your region, ensuring any issues highlighted by customers are resolved within committed ETAs and projects completed on a good note.
  • Continuously coordinate with cross-functional teams such as installer teams, vendor teams, category teams, product teams etc., to facilitate faster issue resolution for 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 regional team.
  • Ensure everyone adheres to defined process SOPs and standards to provide a standardized customer experience.
Responsibilities

This role involves:

  • Customer Move In Timeline Adherence
  • Customer Overall CSAT Score
  • Quicker resolution of customer escalations
Requirements

To be successful in this role, you'll need:

  • NIT/BITS/IIT/MBA from IIM/Tier 1 B-schools preferred
  • 7-12 years of work experience in startups or operations similar industries
  • People management skills (direct team reporting in past roles required)
  • Strong attention to detail and excellent written/oral communication skills
  • Structured thought process and strong analytical ability
  • Ability to thrive in a fast-paced startup environment
Key Skills

Desired qualifications include:

  • Strategic alliances/business partnerships through builders/architects/interior consultants

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