Assistant Operations Manager

The Assistant Manager Back Office Operations (HVAC LOB Line of Business) role based in Mohali (100% On-site) during US Shift (4:30pm - 6:30am IST) is crucial for enhancing operational efficiency and customer experience within the HVAC business division. As the Assistant Manager, you will be responsible for overseeing various customer-facing and internal processes to ensure seamless day-to-day operations. Your role will involve providing essential support to field technicians, customer service teams, and internal performance and training functions. Your primary responsibilities will include: - Managing customer operations by handling inbound requests, coordinating escalations, and monitoring call quality to enhance customer experience metrics. - Facilitating real-time communication with HVAC technicians in the field, tracking service schedules, and verifying service completion logs. - Coordinating procurement activities with vendors for HVAC equipment, parts, and tools, and maintaining purchase logs. - Administering loyalty programs, tracking customer servicing activities, and managing internal performance incentives. - Leading team meetings, conducting call quality audits, monitoring training adherence, and identifying process improvements. We are seeking a dynamic individual with strong project management, leadership, and adaptability skills. The ideal candidate should have at least 4-8 years of relevant experience in back office operations, customer success, or service-based business operations, preferably in industries like HVAC, field service, logistics, healthcare, or repair & maintenance. Proficiency in Microsoft Excel, ticketing systems (e.g. ServiceTitan or Zoho), and CRM tools is essential. Experience in operational reporting, SOP management, and performance tracking is highly desirable. Candidates with a background in call center/BPO roles or tele-sales positions are not suitable for this position. This role is focused on operations management rather than customer call handling. If you are ready to make a significant impact on field operations and thrive in a structured yet adaptable environment, we encourage you to apply and be a key contributor to our operational success.,