Last Mile Operations Leader

General Manager - Last Mile Operations, Jaipur

ABOUT US

Livspace is Asiaʼs largest and fastest-growing omnichannel home interiors and renovation platform. Using its proprietary technology, Livspace provides a one-stop renovation solution for homeowners—from design to managed last-mile fulfillment for all rooms in a home. The platform has organized a fragmented industry, bringing together designers, brands, manufacturers, and contractors to enable an e Commerce-like trusted, and predictable experience.

JOB DESCRIPTION

You will be responsible for leading a team of Operations Leads (Project Manager) 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.

• Own the customer experience completely post booking of project till the time of handover.
• 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.
• Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, Customer Overall CSAT Score, Quicker resolution of customer escalations.

EXPERTISE AND QUALIFICATIONS

You can also forward me a copy of your updated resume at mohammad.gouhar@livspace.com