HomeLane.com - Delivery Manager

Responsibilities

Customer Servicing

- Design: Manage design process to ensure customers get a timely, consistent and high-quality experience. A talented team of design partners and design managers will work with you to make this happen

- Production: Coordinate with the central production team to ensure on-time dispatch and delivery of products, in adherence with HomeLane's quality standards

- Installation: Manage simultaneous installations across the city/region by working the HomeLane Project Managers and HomeLane Square Installation Teams.

- Vendor Management: Manage deliverables of external vendors (e.g., wall painting, wallpaper, loose furniture, false ceiling etc) that are customer commitments from HomeLane

Customer Expectation Setting & Communication

- Let good news take the steps, and bad news the escalator. While your main objective will always be to pre-empt issues and ensure - actuals- are in line with - planned-, slip ups might happen. You will take responsibility for communicating the bad news first and proactively, to the customer.

- Setting the right communication framework amongst all stakeholders and the customer (what must be communicated when, and by whom)

- Lead & Develop Team: Coach Design Managers, Design Relationship Managers, Project Managers, Quality Control Executives, Installation Partners and other vendors so that the unit delivers strongly each time, every time

- Adherence to process: Ensure that each project is executed as per the process set by the organization

Key Performance Indicators (not exhaustive)

1. Customer Net Promoter Score

2. Zero Customer Service Escalations

3. Project Turnaround Time (including intermediate TATs)

4. Revenue & No. of Orders Throughput

5. Design & Installation Costs

6. Partner NPS (from Design Partners, Installation Partners)

7. Employee Satisfaction

Skills, capabilities & background

Delivery Heads at HomeLane come with an owner-mindset. The role is challenging and not for the faint-hearted. This is what you need to have to succeed in this role:

- Graduate / Post-graduate from a Tier 1 engineering / management school

- 4+ years of relevant experience in project management / general management (internships & startup attempts count)

- Root-cause problem-solving skills and a data-driven decision mindset

- Strong English was written & verbal communication skills

- Owner DNA

- Excellent people management skills (ideally, should have managed a span of 5+)

- Exceptional customer-centricity

- Solid project management

- High bias for action