General Manager Operations

Overview

Lead Ops team to deliver projects on time, ensure customer satisfaction, and resolve escalations.

Key Responsibilities

• escalation management
• cross‑functional coordination
• team management
• timeline adherence
• sop enforcement
• stakeholder management

Tasks

As a General Manager - Operations, you will be responsible for leading a team of Operations Leads and ensuring customer delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines for your cohort/ city. You will manage internal stakeholders such as Finance, Vendor teams, Installer teams etc to ensure they get the required support to meet the customer promised timelines and quality standards. -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. -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. -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. -Responsible for Customer Move In Timeline Adherence, Customer Overall CSAT Score, Quicker resolution of customer escalations. -Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.

Requirements

• customer experience
• project handover

What You Bring

-Own the customer experience completely post booking of project till the time of handover.

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About Livspace

-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.

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