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Drivex Mobility
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Team Lead - Marketplace Operations

Team Lead - Marketplace Operations

Drivex Mobility

3 - 6 years

5 - 8 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

data analysis performance management staffing c2c analytical vas dms continuous improvement automotive crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Operations Team Lead (DriveX Direct) will lead a multi-channel team managing the completecustomer-to-customer (C2C) transaction flow on the DriveX Direct platform spanning vehicle QC & listing (non-voice), buyer & seller engagement(voice + digital), and conversion of transactions (Retail & VAS).

The rolerequires a combination of operational leadership, analytical rigour, andprocess excellence to deliver seamless customer experiences, drive higherconversion rates, and ensure efficiency across all C2C operations.

Key Responsibilities:
1. Operational PerformanceManagement

Oversee day-to-day functioningof QC & Listing, Buyer\u2013Seller Engagement, and Conversion teams.

Track and optimize key funnelmetrics \u2014 lead response time, listing activation rate, connect rate, conversion%, and VAS attach rate.

Ensure smooth coordinationbetween voice and non-voice processes, with accurate data capture in CRM/DMS.

Manage staffing, shiftplanning, and queue allocation to maintain SLA adherence and workload balance.

Conduct daily huddles andweekly reviews focused on quality, productivity, and conversion outcomes.
2. Data & MIS Reporting

Develop and maintain dashboardsand Management Information Systems (MIS) for performance tracking acrossverticals.

Analyze operational data toidentify process bottlenecks, quality gaps, and improvement opportunities.

Provide actionable insights toProduct, Growth, and Tech teams for continuous process and platformenhancements.

Present weekly and monthlybusiness performance summaries to the C2C leadership team.
3. Quality & TeamDevelopment

Drive continuous improvement inQC accuracy, listing quality, and engagement effectiveness.

Conduct periodic call audits,chat/email reviews, and listing QC checks to maintain process integrity.

Coach and mentor team membersthrough structured feedback, performance reviews, and skill-building sessions.

Design and implement SOPs,training modules, and refresher programs to improve operational consistency.
4. Customer Experience &Issue Resolution

Supervise resolution of complexor escalated buyer/seller issues \u2014 ensuring fairness, speed, and alignment withDriveX policy.

Work with Documentation,Inspection, and Finance teams for end-to-end closure of RC transfers, paymentreleases, or dispute cases.

Review and refine supportmaterials (scripts, templates, FAQs) for both voice and non-voice workflows toimprove customer interactions.

Maintain a high standard oftrust, transparency, and empathy across all customer touchpoints.

Requirements Qualifications & Skills:

Experience: 3-6 years inoperations, inside sales, or customer lifecycle management; at least 1-2 yearsin a team-lead role handling both voice and non-voice processes.

Industry Preference:Automotive, classifieds, fintech, or consumer marketplace environments.

Languages: Fluency in English& Hindi; Tamil & Kannada will be a strong advantage.
Tools: Working knowledge of CRMsystems (Zoho, Freshdesk, HubSpot, or similar), call management tools, and dataanalysis software (Excel, Google Sheets, Power BI).

Strong analytical ability andcomfort with performance dashboards.

Good leadership, coaching, andcommunication skills with a focus on operational discipline.
Key Performance Metrics:

Listing Activation Rate (%)

Lead Response Time (LRT)

Buyer\u2013Seller Connect Rate (%)

Conversion Rate (Retail &VAS)

Quality Score / Error Rate (forQC & Listing)

NPS / CSAT Score

Attendance & Adherence

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Team Lead - Marketplace Operations