General Manager - Last Mile Operations

About Us

Livspace is Asia’s largest and fastest-growing home interiors and renovation platform. Leveraging its proprietary technology, the company delivers end-to-end home interior and renovation solutions, encompassing modular solutions, furniture, false ceilings, soft furnishings, décor, civil works, and more. The company serves homeowners across diverse market segments in India and Singapore.Since the company was founded in 2015, Livspace has revolutionized a highly fragmented industry by setting new benchmarks in quality, innovation, and execution. To date, the company has successfully transformed the homes of over 100,000 satisfied customers through its presence in 80+ cities and 110+ Experience Centres.Backed by marquee investors, the company’s goal is to continue strengthening its dominance in India as an industry leader and the largest employer of interior designers. Livspace remains committed to redefining industry standards by introducing new products and services, enhancing site execution processes, improving manufacturing techniques, and ensuring seamless project delivery—all with the ultimate goal of turning homeowners’ dreams into reality.For more information, please visit: https://www.livspace.com/in/about-usAs General Manager - Last Mile Operations, you will lead a team of Operations Leads and ensure customer and partner delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines. You will manage internal stakeholders such as finance, vendor teams, installer teams, etc to ensure Livpreneur gets the required support to meet the customer promised timelines and quality standards.

• Customer Experience : Own the customer experience completely post booking of projects till the time of handover.
• Act as a highest point of escalation for your region and ensure any of the issues highlighted by the customers are resolved within the committed ETAs and the projects are completed on a good note.
• Stakeholder Management : Continuously coordinate with the cross functional teams such as installer teams , vendor teams, category teams, product teams, etc to enable faster issues resolution for your team members to solve problems on ground.
• People Management : Be a people manager to empower the existing team and also hire the best of the talents in the country to strengthen the team of your region.
• Process Adherence : Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
• Metric Evaluation : Evaluating customer Move In Timeline Adherence, Evaluating customer Overall CSAT Score and quicker resolution of customer escalations.
  

Job Requirement

• NIT/BITS/IIT, MBA from IIM/Tier 1 B-schools shall be preferred.
• 10 years total experience with 5 years of work experience in startups or operations in similar industries
• People management skills (direct team reporting in past roles a must).
• Strong attention to detail and excellent written and oral communication skills required.
• Structured thought process and strong analytical ability.
• Ability to thrive in a fast-paced startup environment.