Strategy & Operations Manager (Tier 1 college only to apply)

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Strategy & Operations role

The role ensures seamless onboarding, documentation accuracy, customer experience, cross-functional coordination, and continuous improvement to scale the business sustainably.

This is a high-ownership role with direct business impact.

Key Responsibilities

Operation Excellence

 Manage end-to-end Virtual Office operations, including documentation, verification, activation, and compliance.

 Ensure 100% accuracy in KYC validation, agreement creation, address proof issuance, and invoicing workflows.

 Maintain SLAs for onboarding and turnaround time.

2. Process Management

 Identify gaps in existing processes and build scalable SOPs.

 Standardize workflows across city teams to ensure consistency.

 Drive automation opportunities with product and tech teams.

3. Strategy & Planning

 Support leadership in designing quarterly strategies—pricing, city expansion, customer segmentation, and GTM improvements.

 Conduct periodic data analysis to evaluate performance, funnel health, utilization, customer trends, and operational bottlenecks.

 Prepare city-level and central-level reporting dashboards.

4. Cross-Functional Collaboration

 Work closely with Sales, Finance, Customer Support, Legal, and Product to ensure seamless customer experience.

 Coordinate with channel partners, property owners, and external stakeholders where required.

5. Customer Experience & Issue Resolution

 Ensure high customer satisfaction by resolving escalations with speed and accuracy.

 Build mechanisms to proactively identify potential customer issues.

 Track NPS/C-SAT and drive improvement actions.

6. Compliance & Documentation

 Ensure all compliances (GST, KYC, address validation, agreement formats, etc.) are strictly met.

 Maintain accurate, audit-ready documentation.

7. Continuous Improvement

 Conduct RCA (Root Cause Analysis) for failures, drops, and escalations.

 Suggest actionable solutions and track implementation outcomes.

 Support pilot launches for new initiatives.

What We’re Looking For:

Required Skills & Qualifications

 2–5 years of experience in operations, business strategy, program management, or similar roles—preferably in startups, real estate, co-working, e-commerce, or B2B/B2C SaaS.

 Strong analytical abilities; comfort with Excel/Sheets, dashboards, and data- driven decision-making.

 Excellent communication and stakeholder management skills.

 High ownership, problem-solving ability, and bias for action.

 Ability to work cross-functionally and manage multiple workflows simultaneously.

 Strong discipline and process orientation.

Good to Have

 Experience in documentation-heavy or compliance-heavy processes.

 Exposure to real estate operations, virtual office products, or digital onboarding workflows.

 Familiarity with tools like Notion, HubSpot, CRM platforms, or ticketing systems