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General Manager - Last Mile Operations
Livspace
Lead and manage last mile operations for a home interiors and renovation company, including coordinating with internal teams and managing customer and partner relationships.
17d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Kolkata, West Bengal, India
Field
Company Size
5,000 Employees
Service Specialisms
Interior Design
Modular Kitchens
Modular Wardrobes
Full‑home Interiors
Project Management
Renovation
False Ceiling
Flooring
Sector Specialisms
Residential
Commercial
Office
Retail
Hospitality
Warehousing
Modular Kitchens
Modular Wardrobes
Role
What you would be doing
stakeholder coordination
people management
high escalation
metric evaluation
process adherence
- Stakeholder Management : Continuously coordinate with the cross functional teams such as installer teams , vendor teams, category teams, product teams, etc to enable faster issues resolution for your team members to solve problems on ground.
- People Management : Be a people manager to empower the existing team and also hire the best of the talents in the country to strengthen the team of your region.
- Act as a highest point of escalation for your region and ensure any of the issues highlighted by the customers are resolved within the committed ETAs and the projects are completed on a good note.
- Metric Evaluation : Evaluating customer Move In Timeline Adherence, Evaluating customer Overall CSAT Score and quicker resolution of customer escalations.
- Process Adherence : Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
What you bring
customer experience
attention to detail
communication skills
nit/bits/iit
analytical ability
fast-paced startup
- Customer Experience : Own the customer experience completely post booking of projects till the time of handover.
- Strong attention to detail and excellent written and oral communication skills required.
- NIT/BITS/IIT, MBA from IIM/Tier 1 B-schools shall be preferred.
- Structured thought process and strong analytical ability.
- Ability to thrive in a fast-paced startup environment.
- 10 years total experience with 5 years of work experience in startups or operations in similar industries
- People management skills (direct team reporting in past roles a must).
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- background checks may be required as the job involves customer trust and high level of responsibility.
Company
Overview
- Founded with a vision to redefine home interiors, the platform seamlessly blends technology with design.
- The platform connects customers with design experts and contractors, enabling easy home transformations.
- Operates in India and Southeast Asia, offering a wide range of services from conceptual design to final execution.
- Its innovative approach streamlines interior design, offering ready-made designs and custom solutions.
- Known for delivering high-quality projects on time, with a strong focus on customer satisfaction.
- Continuously evolves with cutting-edge technology, allowing users to visualize spaces in 3D.
- Delivers creative solutions for diverse client needs, from modern urban homes to commercial spaces.
- Customer First
- Trust and Integrity
- Innovation
- Excellence
- Collaboration
- Ownership
2030
Net-Zero Carbon Emissions
Committed to achieving net-zero carbon emissions by the year 2030.
- Promotes the use of eco-friendly materials in design.
- Focuses on reducing carbon footprint through sustainable sourcing and eco-friendly operations.
- Encourages the use of renewable energy throughout the supply chain.
- Collaborates with partners to advance waste reduction and responsible resource utilization.
- Committed to fostering an inclusive workplace culture.
- Focuses on providing equal opportunities for all employees.
- Maintains a gender-neutral hiring process.
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