Livspace - Associate General Manager - Operations - NIT/BITS/IIT/IIM/ISB

As the Associate General Manager - Operations, you will be instrumental in leading a team of Operations Leads to ensure exceptional customer satisfaction.

You will coordinate closely with design and production teams to align with committed timelines for your cohort/city, and manage various internal stakeholders including Finance, Vendor teams, and Installer teams to meet customer promises and maintain quality standards.

Key Responsibilities:

- Take full ownership of the customer experience from project booking through to handover.

- Serve as the highest point of escalation for regional issues, ensuring timely resolution and project completion to customer satisfaction.

- Continuously liaise with cross-functional teams such as installer teams, vendor teams, category teams, and product teams to expedite issue resolution and support ground-level problem-solving.

- Lead and empower the existing team while recruiting top talent to strengthen the regional team.

- Ensure adherence to defined process SOPs and standards to deliver a consistent and standardized customer experience.

- Oversee adherence to Customer Move-In Timelines and overall Customer Satisfaction Scores (CSAT).

- Drive quicker resolution of customer escalations and ensure all projects are executed efficiently and to high-quality standards.

Expertise and Qualifications:

Educational Background: NIT/BITS/IIT/Bachelor's degree with an MBA from IIM or Tier 1 B-schools is preferred.

Experience:

- 7 to 10 years of overall work experience, particularly in startups or operations within similar industries.

- Demonstrated experience in people management with direct team reporting.

Skills:

- Strong attention to detail and excellent written and oral communication skills.

- Structured thought process and strong analytical abilities.

- Ability to thrive in a fast-paced startup environment