Operations Manager

Job Summary - Operations Manager

​The Operations Manager will be responsible for overseeing the daily operational activities, with a strong emphasis on managing the After-Sales Support team, optimizing processes, and utilizing data analysis to drive efficiency and customer satisfaction. The ideal candidate is a proactive leader with exceptional team management skills and advanced proficiency in Excel for reporting and process modelling.

​Key Responsibilities

​1. Team Management & Leadership (Team Handling)

· Lead, mentor, and motivate the After-Sales Support team to meet and exceed performance metrics and service level agreements (SLAs).

· ​Conduct regular one-on-one coaching, performance reviews, and career development planning for team members.

· ​Manage team scheduling, capacity planning, and resource allocation to ensure optimal coverage and workload distribution.

· ​Foster a positive, results-oriented team culture focused on continuous improvement and exceptional customer experience.

· ​Oversee recruitment, onboarding, and training of new team members in operational processes and customer support protocols.

​2. After Sales Support & Customer Experience

· ​Own the end-to-end after-sales support process, including managing escalations, complex inquiries, warranty claims, and service requests.

· ​Monitor key customer support metrics (e.g., CSAT, NPS, Resolution Time, First Contact Resolution) and implement strategies to enhance customer satisfaction.

· ​Collaborate with Product, Sales, and technical teams to resolve recurring customer issues and provide feedback for product/service improvement.

· ​Ensure all support documentation, knowledge base articles, and standard operating procedures (SOPs) for after-sales service are current and effective.

​3. Process Optimization & Data Analysis (Advanced Excel)

· ​Utilize Advanced Excel (including pivot tables, VLOOKUP/HLOOKUP, conditional formatting, complex formulas, and data visualization) to create, manage, and automate operational reports and dashboards.

· ​Analyze operational data and team performance metrics to identify trends, bottlenecks, and areas for process improvement.

· ​Design and implement scalable, efficient processes and workflows across operations and after-sales support to reduce costs and increase productivity.

· ​Develop forecasting models (e.g., call volume, staffing needs, inventory for service parts) based on historical data analysis.

· ​Ensure data integrity and accuracy across all operational tracking systems and databases (e.g., CRM, ticketing system).

​4. General Operations & Reporting

· ​Manage operational budgets and track expenses related to the support function.

· ​Develop and present comprehensive weekly, monthly, and quarterly reports on operational efficiency, team performance, and customer satisfaction to senior management.

· ​Ensure compliance with all company policies and regulatory requirements relevant to customer service and data handling.

· ​Manage relationships with third-party vendors or partners involved in the after-sales service delivery (e.g., logistics, authorized service centers).

​​Required Skills and Qualifications

• Experience: Minimum [X+] years in operations management, preferably in a post-sales or service delivery environment, with at least [Y+] years in a team leadership role.
• Technical Skills:
• Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, conditional formatting, dashboards).
• Experience with CRM systems (e.g., Salesforce, HubSpot) and Support Ticketing tools (e.g., Zendesk, Freshdesk).
• Leadership: Demonstrated ability to lead high-performing teams, with a focus on coaching and employee development.
• Analytical Thinking: Strong problem-solving skills and a data-driven approach to operational decision-making.
• Communication: Excellent verbal and written communication skills, with the ability to communicate complex data insights to stakeholders at all levels.
• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field.

(MBA or relevant certifications will be considered an advantage.)

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person