Operations Lead - Concierge Services App

Our client is a fast growing personal task management app company which currently offers its services in Bangalore. The company has been founded by tech and business enthusiasts who have hands-on experience in running similar apps and services from their past jobs. The team has gained recognition and received 650,000 dollars in the pre -Series A funding. The app leverages Artificial Intelligence (AI) and human operators in providing solutions for everyday tasks of the users. The apps services are available throughout the day and night and cater to a number of diverse needs right from fixing a lamp to buying a laptop.

As the Operations Manager, it will be your duty to make sure that the company is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients. The other key responsibilities will include:

- Handle the CSE and logistics team

- Oversee day-to- day operations

- Determine customer service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- Set up Standard Operating Processes and Quality Control Processes

- Define SLAs, TATs, and service quality expectations from the team

- Put in place key metrics to track, and weekly and monthly reports

- Maintain an environment with an open communication culture

- Planning and controlling change.

- Research new technologies and alternative methods of efficiency.

- Set and review budgets and managing cost.

- Recruit, train, supervise and appraise human resources

- Cater to clients or personnel's concerns

- Contribute towards the achievement of company's strategic and operational objectives

Candidate Profile:

- Females preferred

- Go-getter attitude, entrepreneurial mindset & work ethics

- People management skills

- Understands & has experience in BPO or start up operations management

- Excellent communication skills