Park+ - B2C Business Head - Operations - IIM/FMS/MDI/XLRI

Job Description:

To ensure great customer experience through managing an early morning customer service delivery team which can successfully execute every morning without failures.

The Operations function at Park+ is responsible for fulfilment and customer experience. The role would require the candidate to perform the following tasks:

- Build and maintain a constant cleaner supply funnel

- Identify and develop customer base via new customer acquisition, improving cleaner retention and aligning supply team to achieve business targets.

- Lead a large team of daily car care service delivery executives across areas through a 3 tier team

- Help build and implement SOPs. Manage workflow and day to day operations

- Drive customer satisfaction and NPS

- Drive key operational and customer service metrics consistently

- Manage cost, quality, and efficiency to achieve promised service levels

- Strategize and Execute central initiatives as well as contribute with ideas for effectively scaling up the operations

Ideal Candidate:

- With 8-10 years work experience OR Post Graduate (Premier Institute) with 5 years of work experience in handling operations intensive B2C business

- Prior experience in process design and operations implementation (Specially in B2C customer service delivery)

- Prior leadership experience. (experience in managing blue collared employees is a bonus)

- Strong time management skills and the ability to prioritise to meet daily, weekly, and long-term requirements and goals

- Data analytics skills. Should have the intuition to use data effectively for devising operations strategies

- Structured problem solving, detail oriented and customer first attitude

- The candidate should have entrepreneurial attitude