Vice President - Operations/Operations Excellence - Internet/Online

Roles and Responsibility :

- Drive consistent and ever improving performance with respect to all key Customer Experience metrics such as NPS, Trip score, CSAT and Complaints etc.

- Design processes / systems for productivity, efficiency and cost.

- Optimise P&L cost elements by automation, leakage reduction and building governance structures.

- Identify system and process improvement opportunities to solve complex operational issues and proactively heading off negative service trends.

- Work closely with the Product/Tech teams to ensure that tools and systems are continuously enhanced.

- Understanding & utilizing resources available to improve internal systems, policies & procedures.

- Own Operations OKRs to plan, implement key initiatives

Preferred Candidate will have:

- Process improvement & Simplifying business processes

- Process Designing & Customer retention programs

- Empathy towards customer issues ( with a thorough experience in service industry)

- Diverse experience across start-ups & or established companies

- Excellent first principle thinking & ability to fundamentally find fresh solutions to difficult challenges

- Strong quantitative reasoning ability with a robust fluency in data analysis

- Excellent communication skills &

- High energy & strong resiliency & keen to travel.