OYO Rooms - Product Operations Lead

About us

OYO is a global platform that aims to empower entrepreneurs and small businesses with hotels and homes by providing full-stack technology products and services that aims to increase revenue and ease operations; bringing easy-to-book, affordable, and trusted accommodation to customers around the world. OYO offers 40+ integrated products and solutions to patrons who operate over 157K hotel and home storefronts in more than 35 countries including India, Europe, and Southeast Asia.

OYO was founded by 27-year-old Ritesh Agarwal, the first Asian resident to be accepted to the Thiel Fellowship (started by Paypal founder Peter Thiel).

What you will be working on -

- Escalation Reduction Project

- Collaborate with the customer service teams to understand the pain points and provide resolution

- Envision ideas and initiating projects to reduce customer escalations

- Defining and tracking project success metrics

- Automating existing manual processes to reduce resolution TAT

- Improve Guest Experience

- Ensure transparency and unbiased customer feedback collection

- Publish daily reports to monitor the key metrics

- Work with concerned teams to derive actionable from customer feedback

- Ideate improvements to increase the feedback collected

- System Guardrails

- Publish weekly reports for visibility of senior leadership

- Understand the system loopholes and work actively to plug them

- Thoroughly understand the existing ecosystem and build tech-driven guardrails to prevent mis-utilisation of the system capabilities

What you should have ?

- Data-first approach to objectively quantify the scope of any problem/solution

- Ability to put the customer first

- Put technology in the core of the solutions

- Understanding of the engineering aspects and work with the existing architectural constraints to solve problems

- Previous experience of working with multiple stakeholders in product and engineering domains is a plus

Skills that will make you stand out:

- Problem-solving

- Structured thinking process

- Stakeholder management

- Good communication skills

- Ability to work on multiple projects at the same time

- Understanding of tech stack

- Working knowledge of a query language SQL/Excel/Hive is a must