Senior Operations Manager: Deliver Exceptional Customer Outcomes

24 hours ago

Allahabad, Uttar Pradesh, India beBeeCustomerExperience Full time ₹ 1,50,00,000 - ₹ 3,00,00,000
Operations Management Role

Livspace is a leading home interiors and renovation platform in Asia, leveraging proprietary technology to deliver a seamless one-stop solution for homeowners.

The company has revolutionized the industry by bringing together designers, brands, manufacturers, and contractors, providing a trusted and predictable experience.

As a key player in the market, Livspace boasts an impressive 50,000+ satisfied customers and over 2,000 interior designers on its platform.

Job Description:

You will be responsible for leading a team of Operations Leads, ensuring customer satisfaction, and coordinating with design and production teams to meet committed timelines.

  • Critical Customer Experience: Own the customer experience from project booking to handover, resolving issues efficiently within committed ETAs.
  • Regional Escalation Point: Act as the highest point of escalation for regional issues, ensuring timely resolution and customer satisfaction.
  • Cross-Functional Collaboration: Coordinate with installer, vendor, category, and product teams to facilitate faster issue resolution and empower team members to solve problems effectively.
  • People Management: Empower existing teams and hire top talents to strengthen regional operations, adhering to defined processes and standards.
  • Key Performance Indicators (KPIs): Ensure customer move-in timeline adherence, customer overall CSAT score, and quicker resolution of customer escalations.
Required Skills and Qualifications:
  • Bachelor's degree from NIT, BITS, or IIT, or MBA from IIM or Tier 1 B-school.
  • 7-12 years of work experience in startups or operations in similar industries.
  • Prior people management experience with direct team reporting.
  • Strong attention to detail, excellent written and oral communication skills.
  • Structured thought process, analytical ability, and adaptability in fast-paced environments.
About Us:

Livspace is a pioneering home interiors and renovation platform, transforming the industry through innovative technology and collaboration. Join our journey to create a seamless homeowner experience.

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