12/04 Swati Singh

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OYO Rooms - Operations Manager - Quality (6-8 yrs)

Gurgaon/Gurugram Job Code: 686251

Job Overview:


- Manage a team that ensure timely and correct resolution for the escalations received from the ground.

- In this role, the person has to coordinate with OTA listing head, content head, Performance team within OTA channel as well as with Ground Operations and BD team to understand critical issues. The person also has to coordinate with product and technology team to ensure that correct systems are in place. She/he also has to get multiple product and features


- As a quality head, the person has to ensure that the quality of listings of hotels on OTAs, their content, activation, price, inventory availability is as per the OYO benchmark.

- She/he has to innovate various processes to ensure all check and balances

Job Description:

a) Lead the entire domestic escalation team supporting ground team in issue resolutions related to listing, bookings, or any other property level issues

b) Ensure proper resolution and escalation reductions to a variety of issues within defined SLA

c) Ensure team coordination with OYO customer support team, ground team, and other relevant stakeholders

d) Define long term and short term operations processes for the team

e) Ensure bugs resolution, feature development by coordinating with Product and technology team

f) Coordinate with product and technology team to define projects for the future roadmap of OTA operations India (operations - listing, API integrations, product development, etc)

g) Define KRA, KPIs, bandwidth management for the team.

Quality control

a) Manage a quality control team that ensures escalations reduction by maintaining checks for multiple parameters

b) Ensure inventory parity and price parity across different OTAs

c) This team should be able to identify any process gaps, or technical issues in the system and coordinate with internal OTA operations team, technology team or external OTA team

d) Define KRA, KPIs and bandwidth management for the team

Women-friendly workplace:

Maternity and Paternity Benefits

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