Operations Manager

About the Role

We are looking for a proactive and performance-driven Operations Manager to lead our customer operations in a fast-growing Direct-to-Consumer (D2C) environment. You will be responsible for ensuring seamless customer experience, team performance, accurate reporting, and operational excellence across all service channels.

This role calls for someone who thrives in a digital-first, customer-obsessed setup and is passionate about scaling efficient, tech-enabled operations.

Key Responsibilities:

1. Team Performance Management

• Lead and mentor the customer support team to consistently meet SLAs across chat, email, and phone.
• Monitor team productivity, resolve escalations, and ensure timely issue resolution.
• Implement performance tracking systems and conduct regular reviews.

2. Customer Satisfaction & Quality Assurance

• Drive high-quality, personalized customer interactions.
• Improve CSAT, NPS, and First Contact Resolution (FCR) through training and root-cause analysis.
• Reduce churn by proactively addressing repeat complaints and gaps in service.

3. Process & Workflow Optimization

• Streamline customer support workflows using automation tools and SOPs.
• Collaborate with product, tech, and logistics teams to close operational gaps.
• Identify and implement tools that improve resolution time and team efficiency

4. Reporting & Data Accuracy

• Ensure data-driven operations by maintaining accurate, real-time dashboards and reports.
• Provide insights to leadership on support trends, bottlenecks, and improvements.
• Own the performance reporting cadence (daily, weekly, monthly).

What We’re Looking For:

• Bachelor's degree (MBA preferred)
• 7+ years in operations or customer experience, preferably in a D2C or e-commerce setup
• Deep understanding of customer behaviour in digital retail
• Experience with CRM platforms and reporting tools (Excel, Google Data Studio, etc.)
• Analytical mind-set with strong communication and leadership skills
• Experience with process automation and scaling support operations is a plus

Why Join Us?

• Be part of a high-growth, digital-first consumer brand
• Work with a young, energetic team passionate about great customer experiences
• Opportunity to shape the customer journey at a brand that values operational excellence.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Ability to commute/relocate:

• Panchkula, Haryana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Current CTC
• Expected CTC

Experience:

• D2C: 5 years (Preferred)

Work Location: In person