General Manager - Last Mile Operations

Overview

Lead end-to-end last-mile operations, ensuring customer experience and team performance.

Key Responsibilities

• metric evaluation
• stakeholder coordination
• escalation management
• people management
• process adherence

Tasks

-Metric Evaluation : Evaluating customer Move In Timeline Adherence, Evaluating customer Overall CSAT Score and quicker resolution of customer escalations. -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. -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. -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. -Process Adherence : Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.

Requirements

• analytical
• customer experience
• 10 years
• startup
• people mgmt
• iit mba

What You Bring

-Structured thought process and strong analytical ability. -Customer Experience : Own the customer experience completely post booking of projects till the time of handover. -10 years total experience with 5 years of work experience in startups or operations in similar industries -Ability to thrive in a fast-paced startup environment. -People management skills (direct team reporting in past roles a must). -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.

People Also Searched For

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.

Sector Specialisms