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Manager Live Operations
Manager Live OperationsJungleworks • Mohali, India
Manager Live Operations

Manager Live Operations

Jungleworks • Mohali, India
30+ days ago
Job description

Product : Evermile : Location : Mohali

Mode : Work From Office UK Shift

We are looking for a Manager - Live Operations to lead our front-line operations team and ensure that our product Evermile delivers world-class service to our merchants and partners every day. Youll manage a team of Operations Associates oversee all aspects of live operations and customer support and build the processes training and tools that enable our team to scale efficiently.

This role is ideal for someone who thrives in fast-paced environments loves solving problems in real time and places the customer first in every decision. Youll be responsible for ensuring every customer interaction reflects Evermiles commitment to reliability care and operational excellence.

Responsibilities

Customer Support & Experience

  • Own Evermiles customer support function ensuring timely empathetic and effective resolution of issues.
  • Champion a customer-first mindset across the operations team setting the standard for tone responsiveness and quality of support.
  • Monitor support metrics (e.g. response times CSAT NPS) and continuously improve workflows to enhance the customer experience.

Team Leadership & Training

  • Manage coach and develop a team of Operations Associates.
  • Design and deliver onboarding and continuous training programs with a focus on customer service excellence.
  • Provide regular feedback and instil a culture of accountability empathy and problem ownership.

    • Operational Excellence

  • Drive consistency efficiency and scalability across all live operations processes through AI and automation tools.
  • Create and maintain Standard Operating Procedures (SOPs) and the operations playbook embedding customer-first principles.
  • Own rota planning and resource allocation to guarantee full coverage during business hours.

    • Cross-Functional Collaboration

  • Partner with other functions (e.g. Customer Success Sales Delivery Partners) to ensure smooth delivery operations and outstanding customer outcomes.
  • Work closely with Product and Tech teams to identify operational and customer pain points helping design tools that improve both customer and team experience.

    • Requirements

    5 - 8 years experience in operations logistics or customer support ideally in a startup or high-growth environment.

    Excellent verbal and written English communication skills ability to engage confidently with international clients with a passion for clear empathetic customer interactions.

    Strong problem-solving and organizational skills with the ability to stay calm under pressure.

    Comfortable using data and metrics to measure both operational performance and customer satisfaction.

    Hands-on approach with a willingness to jump into customer conversations when needed.

    Nice to Have

    Experience in last-mile logistics delivery or marketplace operations.

    Familiarity with workforce management tools support platforms (e.g. Intercom Zendesk) or BI tools.

    Key Skills

    Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

    Monthly Salary Salary : 5 - 10

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    Operation Manager • Mohali, India