General Manager Operations

ABOUT USLivspace 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, andcontractors to enable an eCommerce-like trusted, and predictable experience.The company launched operations in Bengaluru, India in 2015. Since its inception, Livspace has organized a fragmented industry, bringing together a curated community of designers, brands, manufacturers and contractors. This has resulted in an e-commerce like trusted and predictable experience for the homeowners. Livspace boasts of a community of 50000+ satisfied customers and over 2000 interior designers.JOB DESCRIPTIONAs 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.- 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- NIT / BITS / IIT / MBA from IIM / Tier 1 B-schools shall be preferred.- 7 to 12 years of overall work experience in Startups or Operations in similar industries.- People management skills (direct team reporting in past roles is a must)- Strong attention to detail and excellent written and oral communication skills required.- Structured thought process and strong analytical ability.- Ability to thrive in a fast-paced startup environment.- Manage strategic alliances / business partnerships through builders, architects and interior consultants in order to achieve maximum project reach.