Lead Operations Specialist

22 hours ago

Kannur, Kerala, India beBeeOperationsManager Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Livspace, Asia's largest and fastest-growing omnichannel home interiors and renovation platform, is looking for a seasoned professional to lead its operations.

The successful candidate will be responsible for overseeing a team of Operations Leads and ensuring exceptional customer experiences.

To achieve this, the General Manager - Operations will coordinate closely with design and production teams to maintain alignment with committed timelines for their respective cohorts/cities.

Furthermore, they will manage internal stakeholders such as Finance, Vendor teams, Installer teams, etc. to guarantee timely support and adherence to quality standards.

The role encompasses:

  • Ensuring seamless customer experiences from project booking to handover.
  • Acting as the highest point of escalation for regional issues and resolving them within committed ETAs while maintaining positive project outcomes.
  • Continuously collaborating with cross-functional teams, including installer teams, vendor teams, category teams, product teams, etc., to facilitate rapid issue resolution and empower team members to solve problems effectively.
  • Empowering the existing team, hiring top talents, and fostering a culture that promotes excellence and efficiency.
  • Ensuring all team members adhere to defined process SOPs and standards to deliver standardized customer experiences.
  • Driving Customer Move In Timeline Adherence, Customer Overall CSAT Score, and Quicker resolution of customer escalations.

Requirements:

  • Prior experience in leading teams, preferably in startups or similar industries.
  • A strong educational background, preferably from NIT/BITS/IIT/MBA from IIM/Tier 1 B-schools.
  • Proven people management skills, direct team reporting experience required.
  • Exceptional written and oral communication skills, with a strong attention to detail.
  • A structured thought process, analytical ability, and the capacity to thrive in fast-paced startup environments.
  • Familiarity with strategic alliances/business partnerships, builders, architects, and interior consultants to maximize project reach.

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