
Operations Excellence Director
4 days ago
Job Overview
As a key member of the Operations team, you will oversee a group of Operations Leads and ensure exceptional customer satisfaction. Your role involves coordinating with design and production teams to maintain alignment with committed project timelines.
Key Responsibilities:- Own the customer experience from booking to handover, serving as the primary point of contact for any issues or concerns.
- Collaborate with cross-functional teams to resolve problems efficiently and empower team members to address issues on the ground.
- Lead and develop a high-performing team by hiring top talent and fostering a culture of empowerment and growth.
- Maintain adherence to defined processes, SOPs, and standards to deliver a standardized customer experience.
- Oversee customer move-in timelines, CSAT scores, and escalation resolution rates.
Requirements:
- Prior education from reputable institutions (NIT, BITS, IIT, MBA from IIM, or Tier 1 B-schools).
- 7-12 years of experience in startups or operations within similar industries.
- Demonstrated people management skills with direct team reporting experience.
- Excellent attention to detail and strong written and oral communication skills.
- Structured thought process and analytical ability to thrive in fast-paced environments.
- Ability to manage strategic partnerships and alliances to drive maximum project reach.
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