Associate General Manager – Last Mile Operations
1 month ago
About Us Livspace is Asia’s largest and fastest-growing omnichannel home interiors and renovation platform. Using its proprietary technology, Livspace provides a one-stop renovation solution for homeowners—from design to managed last mile fulfillment for all rooms in a home. The platform has organized a fragmented industry, bringing together designers, brands, manufacturers, and contractors to enable an eCommerce-like trusted, and predictable experience. The company launched operations in Bengaluru, India in 2015. Since its inception, Livspace has organized a fragmented industry, 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. Livspace boasts of a community of 50000+ satisfied customers and over 2000 interior designers. The company is already the largest employer of interior designers in the country. Livspace currently serves Singapore, Malaysia, Saudi Arabia as well as 30 metro and non-metro areas in India including – Bengaluru, Chennai, Delhi, Noida, Gurgaon, Mumbai, Thane, Pune, Hyderabad, Kolkata, Ahmedabad, Kochi, Jaipur, Lucknow, Indore, Surat, Coimbatore, Mysore, Mangalore, Vizag, Vijayawada. Livspace has showcased phenomenal growth since its launch, having delivered over 125,000 rooms and selling over 7.5 million SKUs through its platform. The company also delivered 50,000 homes across all our serviceable locations.The founders – Anuj Srivastava and Ramakant Sharma are former Google and Myntra executives respectively, who are seasoned entrepreneurs and successful angel investors. Livspace’s leadership team combines world-class talent and entrepreneurial experience gathered at some of the best companies in the world. Livspace has raised around USD 450 million in capital from some of the top global investors including KKR, Ingka Group Investments (part of largest IKEA retailer Ingka Group), TPG Growth, Goldman Sachs, Kharis Capital, Venturi Partners, FFP (Peugeot Group’s Holding Company), EDBI, Bessemer Venture Partners, Jungle Ventures, Helion Ventures and UC-RNT. For more information, please visit: Job Description As Associate General Manager – Last Mile Operations, you will lead a team of Operations Leads and ensure customer and partner delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines. You will manage internal stakeholders such as finance, vendor teams, installer teams, etc to ensure Livpreneur gets the required support to meet the customer promised timelines and quality standards. Customer Experience : Own the customer experience completely post booking of projects 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. Stakeholder Management : Continuously coordinate with the 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. People Management : 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. Process Adherence : Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience. Metric Evaluation : Evaluating customer Move In Timeline Adherence, Evaluating customer Overall CSAT Score and quicker resolution of customer escalations. Job Requirement NIT/BITS/IIT, MBA from IIM/Tier 1 B-schools shall be preferred. 10 years total experience with 5 years of work experience in startups or operations in similar industries People management skills (direct team reporting in past roles 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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