Brick & Bolt - General Manager - Customer Operations

General Manager - Customer Operations

Responsibilities:

- Ensure customer happiness with excellent service deliverable and minimum escalations.

- Move projects forward in the funnel to ensure regular cash flow and faster revenue collection.

- Cross -functional Coordination to ensure timely deliverables & facilitation of various processes for a smoother flow of business.

- Designing and implementing new processes to improve overall team efficiency.

- Cross-functional coordination with the product team to design new products and systems.

- Minimizing and optimizing Turnaround time for customer deliverables

- Managing a sizable team which will assist you in the aforementioned tasks.

- Responsible for coaching and mentoring of relationship managers.

- Handling customer escalations and timely resolutions.

- Negotiating with customers and external vendors.

- Managing customers across all the cities and ensuring customized processes are in place.

- Help promote and maintain a positive company image.

What we look for :

- A problem solver who is quick at breaking down complex problems and coming up with innovations.

- A seasoned sales veteran with experience in P&L management for a vertical.

- Excellent communication skills and a structured approach towards problems.

- 5+ experience in leading a highly demanding operations/customer service process.

- Intuitive to customer needs. Attentive to details and organized.

- Should be a result oriented, self - starter, proactive, strong motivator, collaborative, focused on team cohesion.

- Should be proficient in data analysis and data driven decision making.

- Should possess strong networking & relationship building skills.

- Excellent team player.