Operations Manager

Job Description – Operations Manager

Location: Gurgaon

Department: Operations

Experience Required: 3–6 years in Operations, preferably in field-based or service industries

About Us: IncrediPets

We are seeking a proactive, confident, and execution-focused Operations Manager to lead and streamline daily coordination between on-ground teams and the CRM department. This role will act as the primary bridge between field operations (Trainers, Team Leaders, Auditors) and the CRM (Customer Relationship Management) team.

The ideal candidate will be responsible for monitoring field activities, especially auditors’ tasks, resolving real-time operational challenges, and ensuring seamless alignment between service execution and customer expectations.

- Manage day-to-day coordination with Trainer Team Leaders, Zonal Heads, and Service Quality Manager/Heads

- Track and ensure timely execution of tasks assigned to ground staff

- Monitor attendance, punctuality, performance, and discipline of trainers and Service Quality Manager/Heads

- Handle field escalations and troubleshoot operational delays in real time

- Work closely with the CRM team to understand client feedback, complaints, and requirements

- Act as the bridge between the CRM team and ground operations to ensure smooth handoffs and closures

- Ensure timely allocation and feedback loops for client-facing services

- Maintain a structured tracking system for Service Quality Manager/Heads’ daily work, coverage, reporting, and quality

- Review audit reports, identify gaps, and ensure corrective action is taken

- Maintain accountability logs and documentation of auditor visits and outcomes

- Take independent operational decisions on field assignments, replacements, or escalations

- Lead daily or weekly review calls with field teams

- Share insights and updates with senior leadership, flagging risks and opportunities proactively

- Identify on-ground process inefficiencies and propose improvements

- Help standardize workflows across different teams (trainers, CRM, Service Quality Manager/Heads)

- Bachelor’s degree in Business, Operations, or related field

- 3–6 years of experience in managing field or service operations

- Excellent communication and interpersonal skills

- Strong organizational and analytical skills

- Hands-on knowledge of CRM tools, trackers, or reporting systems

- Confident decision-maker with leadership presence

- Ability to manage multiple priorities under pressure

- Someone who thrives in a fast-paced environment and enjoys daily ground engagement

- A confident leader who can take ownership and drive accountability

- Detail-oriented, data-driven, and solution-focused

- Comfortable with field visits, remote team management, and operational problem-solving