Cultfit - Senior Role - Service Operations & Customer Experience

Key Responsibilities:

- Service Business Strategy: Design, launch, and scale revenue-generating service products, including Annual Maintenance Contracts (AMC), extended warranties, and value-added services for both D2C and B2B segments.

- Omnichannel CX Excellence: Create a seamless and delightful service experience for customers across all sales channels, ensuring that "Service by Cult" becomes a reason for brand preference and customer loyalty.

- Large-Scale Operations Management: Lead and mentor a multi-tiered team of 25+ office staff and 20+ technicians, while managing the performance and quality of 50+ third-party service vendors.

- B2B Partnership Success: Own the Preventive Maintenance Service (PMS) framework for our commercial gym partners (own gyms, franchises, and third-party gyms), ensuring industry-leading equipment uptime and service reliability.

- Process Innovation: Build and implement technology-driven workflows to automate service scheduling, feedback loops, and proactive maintenance, moving from reactive to a predictive service model.

- Vendor Ecosystem Growth: Standardize quality protocols and training programs for our partner network to ensure consistent, high-quality "Cult-standard" service delivery nationwide.

Who You Are:

- Experienced Leader: You have 12-15 years of experience in service operations, field service management, or customer experience, with a proven track record of managing large, distributed teams.

- Strategic Thinker: You don't just solve tickets; you build systems. You understand how to turn a cost center into a profit center through AMC and service-led growth.

- Operational Powerhouse: You are comfortable managing complex logistics, vendor SLAs, and a high volume of on-ground service requests without compromising on quality.

- Customer-Obsessed: You have a passion for creating "wow" moments and believe that exceptional service is the ultimate marketing tool.

- Educational Background: MBA from a premier institute (Tier 1/2) is preferred.