Assistant Operations Manager

Position:

Location:

Job Type:

Timings:

Company Overview

Sneakinn Laundry, founded in 2020, specializes in premium cleaning, protection, and

restoration services for sneakers, footwear, handbags, luxury accessories, and garments. With

physical stores in New Delhi, Mumbai, and Gurgaon, a centralized workshop in Delhi, and a

team of 100+ members, Sneakinn is committed to providing seamless customer experiences.

Recently featured on Shark Tank India, Sneakinn has gained national recognition for its

innovation and high-quality care. Learn more at www.sneakinn.in and follow us on Instagram

@sneakinn_laundry.

Role Summary

The Assistant Operations Manager will oversee and drive performance across multiple departments

including Customer Support, Admin, Service Fulfillment, Production, Quality Assurance, and

Retail Store Operations. Service Fulfillment at Sneakinn covers the complete flow of every

customer order from intake to final dispatch, including packing and unpacking, registration,

pre- and post-service imaging, article inventory management, logistics coordination, and

dispatch. This role demands strong leadership, process orientation, and cross-functional

coordination to ensure operational excellence and a high standard of service delivery across

all touchpoints.

Key Responsibilities

• Ensure daily bookings and invoicing/sales targets are consistently achieved

• Monitor and review customer query queues daily, ensuring timely responses and

resolutions

• Manage the customer support roster and allocate resources for peak load periods

• Lead discussion, investigation, and resolution of rework, escalations, grievance cases,

and poor-quality returns from customers, and implement corrective measures to

prevent recurrence

• Oversee internal quality reject/failure monitoring and corrective action planning

• Ensure productivity and service output targets are met across all operational

departments

• Conduct weekly production meetings, drive improvements, and maximize workshop

productivity

• Present a weekly operational dashboard to management covering all departments

• Plan and execute regular polishing and training initiatives for all customer-facing

teams

• Oversee planning and operations of all Sneakinn retail stores, including staffing, store

managers, and leading store expansion in new territories

• Train and develop store managers to ensure consistent performance and service

standards across new and existing stores

• Conduct weekly store inventory reviews for timely dispatch and stock accuracy

• Hold daily client advisor meetings for follow-ups on pending orders, commitments,

express orders, grievances, and backlog resolution

• Lead bi-weekly reviews for orders stuck in processing for extended durations

• Ensure timely customer communication and updates across all channels• Develop and implement standard operating procedures (SOPs) for all departments and

steps

• Oversee follow-ups on undelivered articles and conduct weekly audits

• Personally handle critical customer escalation calls and cases

• Monitor Mumbai logistics performance, route timings, and rider compliance

• Review and analyze daily in-out reports of stores; hold store managers accountable

for any order deficits and develop structured follow-up systems

• Track and review quantitative performance across inspection, registration, quality,

customer support, and rework

Requirements

• 5–7 years of experience in operations, preferably in service-oriented or retail

businesses

• Strong leadership skills with experience managing cross-functional teams

• Excellent problem-solving, escalation management, and decision-making capabilities

• Experience in store expansion, launch planning, and store team training is highly

desirable

• Process-oriented mindset with experience in creating and implementing SOPs

• Strong communication and interpersonal skills, with a track record of delivering

results in high-pressure environments

• Proficiency in using workflow management tools, CRM systems, and reporting

dashboards

• Ability to travel across stores and operational hubs as required

• Experience in luxury services, consumer retail, or logistics management will be an

advantage