Customer Delight Manager - Interior Design

As an Operations Manager, 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.

• Own the customer experience completely, post booking of the project till the time of handover. Act as the highest point of escalation for your region and ensure any of issues highlighted by 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 issue resolution for your team members to solve problems on the ground.
• Be a people manager to empower the existing team and also hire the best talent in the country to strengthen the team in 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, and Quicker resolution of customer escalations.

EXPERTISE AND QUALIFICATIONS