Senior Operation Manager - Internet/Online - IIM/ISB/XLRI/NMIMS/JBIMS

RESPONSIBILITIES

- Set up team, policies and processes required to scale business operations across multiple cities and categories

- Build a customer obsessed and innovative culture among managers, CS agents and on-field technicians

- Develop mechanisms to drive ownership and accountability with 3P providers and cross-functional internal teams

- Own process and technology roadmap to drive productivity improvement, cost optimization

- Implement business continuity planning

- Partner with cross-functional teams to influence strategic and customer experience innovations

- 20% travel required - mostly within India, and occasional global travel to other Home Services locations

Basic Qualifications

- 15+ years of operations experience with at least 5+ years in managing end-to-end large scale operations

- Exceptional problem solving skills and appetite for dealing with complex and ambiguous - startup- problems

- Strong communication skills and ability to manage executive communication both in verbal and written formats

- Ability to operate tactically and strategically in a fast-paced environment

- Experience in managing large sized teams

- Experience in starting up new operations

- Proven track record of driving operational excellence with experience in Kaizen and Lean techniques

- Proven track record of driving continuous improvements to availability, performance and quality of systems Preferred

Qualifications

- A passion for innovation and raising the bar in teams, technology, and projects

- Proven ability to utilize leading-edge technologies and LEAN/Six Sigma methodologies

- Business analysis acumen, with substantive experience measuring the success of a complex business process and proposing new business opportunities.