Floor Manager

Location: Head Office (with travel to key cities) Reports To: COO Team Size: 25 Executives, 6 Vertical Managers, 2 Team Leaders Collaborates With: Sales, Finance, Tech, HR, and Supply Teams About EasyFixEasyFix is India’s leading tech-enabled platform for repair and maintenance services. We enable brands to deliver consistent after-sales services through a centrally managed technician-first network across 400+ cities. Our platform simplifies vendor management with a single, integrated solution. Role OverviewThe Head of Client Operations ensures technicians represent client brands on the field by delivering timely, professional service with zero ambiguity. The role involves leading a high-performing operations team to manage service delivery, client communications, escalations, reporting, training, and quality control across multiple client accounts. This is a fast-paced, structured leadership role requiring process orientation, strong execution skills, and a deep understanding of technician behavior and enterprise client expectations. Key Responsibilities1. Client Service DeliveryEnsure technicians follow SOPs and act as brand ambassadors. Track and reduce missed orders, cancellations, and unallocated jobs. Monitor call handling (incoming/outgoing/missed) to reduce call drops. Ensure timely, clear communication with clients on job status. 2. Escalation Management & Quality ControlOwn and resolve all client escalations within 48 hours. Identify patterns and implement preventive actions. Conduct audits to improve communication and operational accuracy. Maintain visibility of open/delayed/unconfirmed orders. 3. Reporting & Data DisciplineDeliver accurate daily, weekly, and monthly reports on time. Maintain real-time dashboards for city and vertical performance. Lead monthly client business review meetings. Provide structured insights for weekly “Situation Room” meetings. 4. Team Management & Capability BuildingMonitor daily performance of team leaders and executives. Conduct nightly huddles (10 PM) for open and stuck orders. Lead weekly training and performance reviews. Hire, retain, and evaluate based on ownership and results. Build a culture of readiness, professionalism, and predictable service. 5. Training & SOP ImplementationDocument SOPs for routine and complex scenarios. Train the team to handle situations consistently and professionally. Conduct soft skills, empathy, and process training. Collaborate with the content team to update training materials. 6. Cross-Functional CollaborationPartner with supply to ensure technician availability. Coordinate with tech/product teams for automation and dashboard tools. Work with troubleshooting/registration teams for job closures. Share field insights to enhance platform features. Key Performance Indicators (KRAs)85% same-day service attempts 90% adherence to client-defined TAT 95% 5-star job ratings Less than 5% cancellation rate 100% escalations closed within 48 hours Regular team training and low attrition Performance-driven hiring and capability building Qualifications8–12 years in operations (blue-collar/enterprise client experience preferred) Strong skills in Excel, reporting, and workflow tools Excellent communication in Hindi and/or English Proven experience in leading large teams and cross-functional projects Hands-on, resilient, and execution-focused mindset What You’ll GetHigh ownership role with decision-making freedom Flexible working hours for strong performers Work on real-world problem-solving in a mission-driven team Startup energy with mature systems and clear KPIs Best-in-class HR policies and performance-linked growth