Operations Manager

Department: Service & Operations

Location: North India (Preferably Delhi NCR)

Reporting To: Head – Operations / Business Head

Travel Requirement: Extensive travel (local + outstation) – mandatory

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Role Purpose

The Service Head / Operations Manager will be responsible for end-to-end service delivery and

operational excellence across the North region. The role ensures seamless coordination between

customers, sales teams, installation partners, and internal stakeholders to deliver high-quality

modular furniture installations, on time and as per design and safety standards.

Key Responsibilities

Service Operations & Execution

 Oversee and manage end-to-end modular furniture installation operations across assigned

locations.

 Ensure installations are executed as per approved designs, technical drawings, and quality

standards.

 Conduct site visits to assess readiness, supervise installations, and resolve on-site challenges.

Customer & Stakeholder Management

 Act as the primary escalation point for customer service and installation-related issues.

 Maintain proactive communication with customers, ensuring transparency on timelines and

issue resolution.

 Coordinate closely with sales, design, logistics, and installation teams to ensure smooth

handovers and execution.

Team Leadership & Coordination

 Lead, guide, and monitor service engineers, installation teams, and external partners.

 Allocate work, monitor productivity, and ensure adherence to service SLAs.

 Drive a culture of accountability, safety, and customer-centricity.

Complaint & Quality Management

 Review and monitor the complaint tracker, ensuring proper root cause analysis and

permanent corrective actions.

 Reduce repeat complaints by implementing process improvements and preventive controls.

 Ensure final installations meet quality expectations before closure.

Process, Safety &Compliance

 Ensure adherence to installation safety norms, site regulations, and best practices.

 Identify gaps in service processes and drive continuous improvements.

 Maintain documentation related to installations, handovers, and partner agreements.

Travel & Site Supervision

 Travel regularly to customer sites and studios across North India, including outstation

locations.

 Conduct surprise audits and service reviews at active and completed project sites.

Key Result Areas (KRAs)

1. Installation Excellence

o ≥95% on-time installation completion rate.

2. Customer Satisfaction

o Improvement in customer feedback and reduction in escalations.

3. Complaint Reduction

o Reduction in repeat service complaints through RCA and corrective actions.

4. Operational Efficiency

o Improved coordination and reduced rework or installation delays.

5. Safety & Compliance

o Zero major safety violations at installation sites.

Required Skills & Qualifications

Experience & Education

 Proven experience as a Service Head / Operations Manager in the modular furniture

industry.

 Background in Modular Furniture, Interior Fit-out preferred.

Technical & Functional Skills

 Strong knowledge of modular furniture installation techniques, tools, and materials.

 Ability to read and interpret design layouts, BOQs, and technical drawings.

 Working knowledge of site safety regulations and best practices.

Leadership & Behavioral Competencies

 Strong leadership and decision-making capabilities.

 Excellent communication and interpersonal skills to manage clients and teams.

 High problem-solving ability with attention to detail.

 Ability to work under pressure and manage multiple sites simultaneously.

Location & Mobility

 Candidate must be based in North India, preferably Delhi NCR.

 Must be comfortable with extensive travel, including outstation assignments (non-

negotiable).

Why Join Us

 Opportunity to lead service operations for a fast-growing modular furniture brand.

 High ownership role with direct impact on customer experience and business reputation.

 Exposure to multi-city operations and senior leadership interaction.