Chief Operational Excellence Director

3 days ago

Bareilly, Uttar Pradesh, India beBeeOperations Full time ₹ 1,80,00,000 - ₹ 2,40,00,000

About Us

We are Asia's largest and fastest-growing omnichannel home interiors and renovation platform. Our proprietary technology provides a one-stop renovation solution for homeowners—from design to managed last mile fulfillment for all rooms in a home.

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

We have been organizing a fragmented industry since our inception, bringing 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:

You will be responsible for leading a team of Operations Leads and ensuring customer delight as a General Manager - Operations. You will coordinate with design and production teams to keep them aligned with committed timelines for your cohort/city.

  • Own 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 the 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 your regional team.
  • 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.

Expertise and Qualifications:

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

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