Assistant Vice President

The AVP – Operations will lead end-to-end operations across a cluster of city. This role is responsible for driving operational excellence, customer experience, revenue enablement, and people leadership across multiple centers at scale. The incumbent will act as a strategic partner to business, sales, and central teams, ensuring SOP adherence, cost optimization, and sustainable growth while strengthening the Awfis community and culture. Key Responsibilities 1. Operational Excellence & Governance - Own operations across multiple cities / large portfolios, ensuring 100% adherence to Awfis SOPs, policies, and compliance standards. - Drive process standardization, audits, and continuous improvement initiatives to enhance efficiency and service quality. - Ensure best-in-class standards for health, safety, hygiene, cleanliness, and security across all centers. - Oversee pre-opening, stabilization, and steady-state operations of new centers as per defined guidelines. 2. Customer Experience & Retention - Champion a customer-first mindset, ensuring consistently superior member experiences across all locations. - Track and improve customer satisfaction metrics, reduce churn, and proactively address escalations. - Partner with central CX and product teams to translate customer insights into operational enhancements. 3. People Leadership & Capability Building - Lead, mentor, and develop Cluster Managers, Area Managers, and Community Leadership teams. - Drive talent planning, hiring, onboarding, performance management, and succession planning. - Build a high-performance culture focused on ownership, collaboration, and continuous learning. 4. Revenue Enablement & Cost Management - Enable revenue growth by supporting alliances, partnerships, and upsell/cross-sell opportunities in collaboration with Sales and BD teams. - Own regional P&L hygiene, including cost controls, vendor optimization, and productivity improvements. - Monitor center-level and regional financial performance to ensure profitability and scalability. 5. Community Building & Brand Representation - Strengthen the Awfis community by driving engagement initiatives, member events, and knowledge-sharing forums. - Act as a senior brand ambassador for Awfis with enterprise clients, partners, and external stakeholders. - Ensure consistent cultural adoption of Awfis values across all teams and centers. 6. Strategic Planning & Cross-Functional Collaboration - Translate business strategy into operational execution at scale. - Collaborate closely with Sales, Real Estate, Design, Projects, Finance, HR, and Central Operations teams. - Provide data-driven insights and periodic reviews to leadership on operational performance, risks, and opportunities. Team Onboarding & Readiness - Structured induction into Awfis business model, SOPs, and operational playbooks. - Planned exposure across all Operations sub-functions to build holistic understanding. - Deep immersion into pre-opening, scale-up, and stabilization frameworks. Ideal Candidate Profile - Leadership: Senior operations leader with strong people, stakeholder, and change management capabilities. - Customer Orientation: Proven track record of delivering exceptional customer experiences at scale. - Business Acumen: Strong understanding of P&L, cost management, and revenue enablement. - Execution Excellence: Deep belief in process discipline, governance, and operational rigor. - Communication: Excellent verbal, written, and presentation skills. - Growth Mindset: Curious, adaptive, and driven to continuously upgrade skills and knowledge. Eligibility Criteria - Experience: 10–12+ years of overall experience, with at least 2 years of stability in one organization. - Leadership Exposure: Prior experience as Account Manager / Key Account Manager with IPCs - Revenue Scale: Managed annual revenue of INR 75+ million or equivalent portfolio size. - Educa : MBA preferred. - Skills: Strong proficiency in MS Office; ability to analyze data and present insights. - Language: Proficiency in local language(s) preferred. - Community Orientation: Prior involvement in community initiatives or engagement-led environments is a plus.