Operations Manager - B2C Firm

Operations Manager

We are hiring for the role of Operations Manager for a B2C company based out in Powai, Mumbai.

Experience required 4+ years in service providing domain.

Role -To be responsible for leading the operations and customer success teams for the company at pan-India level and to set, attain, and constantly better the highest quality standards to meet the expectations of clients.

Key Responsibilities:

- End-to-end ownership of select service categories.

- Solve for structural problems at a central level to speed up the growth of the category

- Enable on-boarding of great service professionals in the category

- Institutionalize service delivery norms and set centralized processes for the category

- Collaborate with cross-functional internal partners in marketing, technology and product to execute multiple category and central level projects

- Work with the marketing team to generate customer requests and improve demand

- Develop and implement strategies that optimize operational efficiency and client satisfaction and keep improving the NPS scores

- Build and lead a team of high-performing individuals, ensuring they are well-trained and motivated to meet the company's goals

- Foster a culture of excellence, continuous improvement, and innovation within the team and throughout the organization

- Develop and maintain strong relationships with clients and service staff to earn their trust and loyalty

- Ensure that all operations are in compliance with legal and regulatory requirements