Operation Manager

Position Title: Operations Manager
Department: Operations & Service Delivery
Reporting To: Regional Head / Managing Director
Location: Gujarat (Ahmedabad / Vadodara / Surat – based on requirement)
Employment Type: Full-Time, On-Site
Working Hours : 9:30 AM – 6:30 PM (Monday to Saturday) [may extend as per operational needs]

1. Job Purpose

The Operations Manager will be responsible for overseeing, streamlining, and scaling Hxpert’s home services operations in Gujarat. The role involves managing service delivery, workforce deployment, customer experience, compliance, and revenue optimization to ensure smooth functioning and sustainable growth of the business in the region.

2. Key Duties & ResponsibilitiesA. Operational Management

• Plan, monitor, and control daily operations of all home services (cleaning, maid, cook, babysitter, etc.).
• Implement Standard Operating Procedures (SOPs) across all service categories.
• Ensure adherence to service timelines, quality standards, and safety protocols.
• Monitor and manage workforce schedules, task allocation, and service completion.

B. Workforce & Vendor Management

• Lead recruitment, onboarding, training, and retention of service professionals.
• Ensure complete background verification (KYC, police verification, medical check-up).
• Monitor staff performance and design periodic skill enhancement programs.
• Develop vendor partnerships for cleaning kits, chemicals, and tools.

C. Customer Experience

• Handle escalations and resolve customer complaints effectively.
• Maintain customer satisfaction scores above the defined threshold.
• Implement feedback and rating mechanisms to track service quality.
• Coordinate with customer care executives for booking, rescheduling, and refund cases.

D. Business & Financial Responsibility

• Achieve monthly operational and revenue targets.
• Implement cost-saving initiatives without compromising quality.
• Track service demand patterns and recommend service-package models.
• Support expansion into additional cities within Gujarat.

E. Compliance & Reporting

• Ensure compliance with state labor laws, health & safety norms, and company regulations.
• Maintain documentation of staff records, contracts, attendance, and payroll distribution.
• Generate and submit MIS reports (weekly, monthly, quarterly) to Regional Head.
• Oversee grievance redressal mechanisms for both customers and workforce.

3. Required Skills & Competencies

• Strong leadership and people management abilities.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to manage large teams and field operations.
• Sound knowledge of mobile app-based service platforms and digital operations.
• Analytical mindset for process improvement and efficiency.

4. Qualifications & Experience

• Educational: Bachelor’s Degree in Business Administration / Operations / Hospitality Management (MBA preferred).
• Experience: 4–7 years in Operations / Facility Management / Logistics / Service Industry.
• Preferred: Prior experience with service platforms (UrbanClap, Housejoy, JustDial services, etc.) or facility management companies.

5. Compensation & Benefits

• Competitive Salary (as per industry standards & candidate experience).
• Performance-linked incentives.
• Travel Allowances & Mobile Reimbursement (where applicable).
• Statutory benefits as per Indian Labor Laws (PF, ESI, Bonus, Gratuity).
• Opportunities for career growth during company’s pan-India expansion.

6. Key Performance Indicators (KPIs)

• Service delivery success rate (% of jobs completed on time).
• Customer satisfaction score (CSAT / NPS).
• Employee retention and workforce utilization rate.
• Operational cost efficiency.
• Monthly revenue growth in Gujarat region.

For more info than this !! apply n you will be contacted

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Application Question(s):

• Are you Experienced in Operation Handling & Quality management ?
• What is your Expected Salary ?
• How much are you aware of Hxpert ? (if not please make some research before Interview)
• Are you willing to travel ? (Since this is an operation based post you may have to visit client bases as well)
• Any Questions in your mind to ask ?

Work Location: In person