Operations Team Lead
1 day ago
We are seeking a seasoned leader to spearhead our Operations team.
The ideal candidate will be responsible for coordinating with cross-functional teams, managing internal stakeholders, and owning the customer experience post-project booking.
- Own the customer experience completely post booking of project till the time of handover.
- Act as a highest point of escalation for your region and ensure any of the issues highlighted by the customers are resolved within the committed ETAs and the 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 issues resolution for your team members to solve problems on ground.
- Be a people manager to empower the existing team and also hire the best of the talents in the country to strengthen the team of your region.
- Ensure everyone in the team is adhering to the 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.
Key Requirements
- NIT/BITS/IIT/ MBA from IIM/Tier 1 B-schools shall be preferred.
- 7 to 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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