Operations Manager ( Mobility Marketplace)

Role : Operations Manager

Location : Mumbai

CTC- up to 8 LPA

Role Summary

The Operations Manager will be the connective tissue across the organization, primarily responsible for building and balancing the demand and supply sides of platform while ensuring an excellent buyer and seller experience. This involves coordinating closely with Marketing, dealer onboarding, Customer Support, and Logistics teams.

Responsibilities :

1. Demand Generation & Performance

Collaborate with the Marketing team to define and launch campaigns that generate qualified buyer leads.

Track and analyze performance metrics across the buyer journey : acquisition, engagement, conversion, and churn.

Design and execute experiments to boost key indicators like app installs, test drive bookings, and financing adoption.

2. Supply Management & Health

Identify, onboard, and foster relationships with trusted partners, including vehicle dealers, mechanics, and financiers.

Ensure optimal inventory health (breadth, depth, and freshness) of vehicle listings.

Streamline and enhance the onboarding process using operational tools (e.g., image capture, vehicle history, mechanic scoring).

3. Customer Experience (CX) & Satisfaction

Own and optimize the end-to-end customer journey from vehicle discovery through test drive, purchase, and after-sales support.

Establish and refine customer support channels (call centres, chatbots, local agents).

Monitor and improve key CX metrics, including Net Promoter Score (NPS), time-to-resolution, and complaint closure rates.

4. Operational Excellence & Automation

Develop clear Standard Operating Procedures (SOPs) and playbooks for critical workflows (vehicle inspection, documentation, financing, RTO compliance).

Utilize data dashboards to monitor and drive core Operational KPIs (e.g., time-to-onboard dealer, test drive-to-sale ratio).

Identify opportunities to automate repetitive tasks, utilizing low-code tools or Generative AI assistants.

Requirements :

Experience : Minimum 5+ years of experience in operations, supply chain, or marketplace management roles.

Scaling Ability : Proven track record of successfully scaling both the demand and supply sides of a platform in a dynamic, high-growth environment.

Analytical Prowess : Strong comfort level and proficiency in working with data, including Excel, dashboards, and Business Intelligence (BI) tools.

Technical Exposure : Familiarity with CRM systems.

Language Fluency (Mandatory) : Must be fluent (writing, reading, and speaking) in English, Hindi, and Marathi. Fluency in other regional languages is a bonus.

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