General Manager - Operations

Location : Dehradun

Experience : 8-14 years in Operations, Facility / Property Management, or Hospitality

Type: Full-time | On-site

Note: This is a Dehradun-based position. ONLY open to candidates currently in Dehradun, as well as professionals from Dehradun who are looking to relocate back.

About IKSANA Hospitality:

IKSANA is Uttarakhand's leading coworking and managed office ecosystem, with 5 centers across Dehradun and over 2,700 desks (1,000 more in pipeline). We go beyond providing workspaces - we deliver hospitality-inspired, tech-enabled environments that foster productivity, collaboration, and growth. Our mission is to empower professionals in emerging cities by combining global standards with deep local roots.

The Role:

- As General Manager - Operations, you will be the custodian of Iksana Hospitality's service promise across all centers. This is not just an operations role-it is a leadership mandate central to Iksana's growth story. You will own the end-to-end functioning of our coworking ecosystem, ensuring that every Iksana center delivers the same hallmark of hospitality-driven, world-class experience that defines our brand.

- Your role is pivotal in building scalable systems that can handle rapid expansion, transforming daily operational routines into a structured, repeatable, and efficient model. By doing so, you will ensure seamless functioning 247, allowing the Founder to channel energy into growth, new centers, and strategic partnerships-knowing that the operational backbone of the organization is secure in your hands.

Key Responsibilities:

Multi-Center Leadership:

- Works closely with the Management on Vision, Expansion, Fundraising, Partnerships, and New Initiatives.

- Provide strategic direction and oversight across all Iksana centers

- Establish a consistent standard of excellence across FO, HK, Security, IT, Cafeteria & Maintenance

- Anticipate risks and design preventive frameworks to ensure uninterrupted operations

Team & Shift Leadership:

- Lead and inspire a 100+ member workforce across functions and shifts

- Build leadership capability within the team through coaching, mentoring, and structured reviews

- Drive a high-performance culture rooted in accountability, ownership, and service excellence

- Identify training needs, design development programs, and implement skill-building initiatives to continuously upgrade team capabilities

SOPs & Quality Governance:

- Institutionalize world-class SOPs across centers

- Introduce digital monitoring systems and dashboards for real-time quality control

- Lead periodic operational audits and implement continuous improvement initiatives

Client Experience Leadership:

- Champion Iksana's hospitality-driven brand promise at every client touchpoint

- Act as the highest point of escalation, ensuring quick resolution and client trust

- Translate client feedback into systemic improvements and track NPS as a leadership metric

Vendor & Partner Management:

- Build and nurture long-term vendor partnerships aligned to Iksana's service vision

- Enforce SLAs through structured governance and quarterly reviews

- Develop an alternate vendor ecosystem to minimize dependency risks

Compliance & Risk Leadership:

- Ensure Iksana exceeds statutory, civic, and safety compliance requirements

- Oversee regular safety drills, audits, and certifications at all centers

- Create a culture of compliance as a non-negotiable pillar of operations

Financial & Operational Control:

- Own the operational budget for all centers and drive cost optimization strategies

- Balance service quality with financial prudence by leveraging data-driven insights

- Present operational and financial performance to leadership with recommendations

Data & Insights for Strategy:

- Build reporting structures (dashboards, MIS) for real-time decision-making

- Track and analyze KPIs such as occupancy, downtime, escalations, and service SLAs

- Share actionable insights that influence business strategy and expansion

Cross-Functional Leadership:

- Owns end-to-end business operations: strategy execution, scaling systems, cross-functional leadership (Sales, Marketing, Finance, HR, IT, Facilities, etc.).

- Partner with Sales, Projects, Finance, and HR to ensure aligned growth

- Drive operational readiness and transition planning for new centers

- Collaborate with leadership to address client-specific operational needs

Crisis & Change Leadership:

- Lead Iksana's response during emergencies and unexpected disruptions

- Stay accessible as a senior leader beyond business hours when required

- Document learnings and evolve crisis management frameworks for the future

Who Will Fit This Role:

- Graduate with Diploma / Degree/PG in Hotel or Facility Management.

- 8-14 years managing large-scale, multi-site operations in coworking, hospitality, or commercial real estate.

- Strong leadership in 247 service environments.

- Hands-on knowledge of facilities, compliance, and client servicing.

- Tech-savvy with dashboards, reporting tools, and property management systems.

- Calm under pressure, solution-oriented, and deeply committed to service quality.

- Willing to work on-site beyond regular hours and step in during exigencies.