General Manager - Last Mile Operations

Associate General Manager - Last Mile Operations, Jaipur

ABOUT US

Livspace is Asiaʼs largest and fastest-growing omnichannel home interiors and renovation platform. Using its proprietary technology, Livspace provides a one-stop renovation solution for homeowners—from design to managed last-mile fulfillment for all rooms in a home. The platform has organized a fragmented industry, bringing together designers, brands, manufacturers, and contractors to enable an e Commerce-like trusted, and predictable experience.

As an Associate General Manager - Operations, you will be responsible for leading a team of Operations Leads and ensuring customer delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines for your cohort/ city. You will manage internal stakeholders such as Finance, Vendor teams, Installer teams etc to ensure they get the required support to meet the customer promised timelines and quality standards.

• Own the customer experience completely post booking of project 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.
• 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.
• 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.
• Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, Customer Overall CSAT Score, Quicker resolution of customer escalations.

EXPERTISE AND QUALIFICATIONS

• NIT/BITS/IIT/ MBA from IIM/Tier 1 B-schools shall be preferred.
• 7 to 10 years of overall work experience in Startups or Operations in similar industries.
• People management skills (direct team reporting in past roles is 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.
• Manage strategic alliances/ business partnerships through builders, architects and interior consultants in order to achieve maximum project reach.

mohammad.gouhar@livspace.com