Assistant Manager - Operations

Wheelseye Technology; Gurugram District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Wheelseye Technology is seeking an operations leader in a fast-paced environment in Gurugram. The role focuses on ensuring SLA achievement for pickups and deliveries, driving high CSAT scores, and maintaining clear communication across digital channels.

The ideal candidate will own metrics and processes, coordinate with multiple stakeholders, and build a capable operations team to support scale and efficiency.

Qualifications

• Must possess strong problem solving and analytical thinking.
• Demonstrates high customer-centric approach.
• Proven ability to lead a team and manage multiple stakeholders.
• Shows ownership with hands-on execution and accountability.
• A data-driven mindset to drive operational decisions.

Responsibilities

• Ensure pickup and delivery SLAs are met for standard and 24hr+ shipments.
• Aim for 95% ticket resolution within TAT and 80%+ CSAT.
• Maintain timely and effective communication across digital channels.
• Ensure adherence to financial audits, vendor payouts and processes.
• Monitor partner performance and drive SLA adherence across partners.
• Lead and develop the operations team as the business scales.

Skills

Problem solving

Customer centricity

Team leadership

Ownership & execution

Data-driven decisions

Job description

Role Clarity & Key Metrics

Metric Ownership

• Ops SLA: Ensure pickup and delivery SLAs are met across standard and 24hr+ shipments.
• Ticket Resolution: 95% resolution within TAT with 80%+ positive CSAT.
• Customer Communication: Ensure timely and effective communication across all digital channels.
• Compliance: Ensure adherence to financial audits, vendor payouts and operational processes.
• Partner Performance: Monitor partner performance, drive SLA adherence and ensure timely resolution of partner-related issues.
• Team Leadership & Capacity Building: Build, lead and develop the operations team as the business scales.

Must Have

• Problem Solving & Analytical Thinking
• Strong Customer Centricity
• Team handling & leadership potential
• Strong ownership, hands-on approach and execution
• Ability to work with data and use it to drive operational decisions

Experience

• 2-3 years of experience in operations, logistics, customer experience, supply chain, marketplace or a similar fast-paced environment.
• Strong hands-on experience in day-to-day operations and problem solving.
• Demonstrated ability to own metrics/processes and drive outcomes.
• Experience working with multiple stakeholders, vendors or partners is preferred.
• Comfortable working in ambiguous environments with changing priorities.
• Strong academic background is a plus preferably, not a must.