Asst. Manager / Manager / Sr. Manager Customer Support & Project Ope

Collaborationpeople Technologies; Mumbai; On-site; INR 1,500,000 - 2,600,000; Full time

Benefits offered by this job

Cell phone reimbursement

Laptop

Business travel reimbursement

Health insurance

Life insurance

Provident Fund

Job summary

Collaborationpeople Technologies in Mumbai is seeking a results-driven leader to oversee end-to-end customer support operations and project execution across client sites. You will drive service quality, timely delivery, and strong customer relationships while coordinating cross-functional teams.

The role emphasizes process discipline, reporting, and continuous improvement, with travel locally, nationally, and abroad as required to ensure project success and customer satisfaction.

Qualifications

• Bachelor’s degree or Diploma in Electrical, Electronics, Electronics & Communication, Computer Engineering, Information Technology, or related field.
• Graduate engineers will be preferred for Manager and Sr. Manager roles.
• Relevant experience in customer support, service operations, technical project execution, or project operations is preferred, with broader team-handling experience expected at senior levels.

Responsibilities

• Lead customer support and project operations teams to ensure efficient issue resolution, quality service delivery, and smooth execution of projects across customer sites.
• Own customer satisfaction by ensuring prompt response, escalation management, service quality, and long-term customer engagement.
• Oversee planning, coordination, implementation, execution, monitoring, and closure of projects while ensuring alignment with scope, timelines, and quality standards.
• Monitor SLAs, service commitments, and project milestones, and take corrective action where required to maintain delivery standards.
• Establish and enforce operational processes, documentation standards, reporting systems, and service records for support and project teams.
• Coordinate with sales, accounts, procurement, OEMs, subcontractors, and technical teams for resource planning, issue resolution, and seamless customer delivery.
• Review technical issues, site escalations, project risks, and customer concerns, and guide teams toward timely closure and resolution.
• Drive AMC retention, service revenue growth, and identification of new support or upgrade opportunities through strong account engagement and service excellence.
• Track team productivity, project progress, service metrics, customer feedback, and operational KPIs, and present management reports periodically.
• Train, mentor, and evaluate team members to build technical capability, process discipline, and customer-facing professionalism.

Skills

Leadership

Communication

Customer handling

Documentation & reporting

Education

Bachelor’s/ Diploma in Electrical/Electronics/ Electronics & Communication/ Computer Engineering/ Information Technology

Job description

Role overview

The role will oversee end-to-end customer support operations and project execution to ensure high service quality, timely delivery, process compliance, and strong customer relationships. Similar operations and customer service leadership roles typically supervise support teams, improve processes, monitor service metrics, coordinate cross-functional delivery, and drive customer satisfaction and operational excellence.

Key responsibilities

• Lead customer support and project operations teams to ensure efficient issue resolution, quality service delivery, and smooth execution of projects across customer sites.
• Own customer satisfaction by ensuring prompt response, escalation management, service quality, and long-term customer engagement.
• Oversee planning, coordination, implementation, execution, monitoring, and closure of projects while ensuring alignment with scope, timelines, and quality standards.
• Monitor SLAs, service commitments, and project milestones, and take corrective action where required to maintain delivery standards.
• Establish and enforce operational processes, documentation standards, reporting systems, and service records for support and project teams.
• Coordinate with sales, accounts, procurement, OEMs, subcontractors, and technical teams for resource planning, issue resolution, and seamless customer delivery.
• Review technical issues, site escalations, project risks, and customer concerns, and guide teams toward timely closure and resolution.
• Drive AMC retention, service revenue growth, and identification of new support or upgrade opportunities through strong account engagement and service excellence.
• Track team productivity, project progress, service metrics, customer feedback, and operational KPIs, and present management reports periodically.
• Train, mentor, and evaluate team members to build technical capability, process discipline, and customer-facing professionalism.

Preferred industry fit

This role is well suited for companies in AudioVisual, collaboration technologies, systems integration, technical services, or technology-enabled project businesses where both customer support and on-site project execution are critical. AV project management roles commonly include coordination, implementation, execution control, and completion of integration projects, making this structure suitable for your business context.

Qualifications

• Bachelors degree or Diploma in Electrical, Electronics, Electronics & Communication, Computer Engineering, Information Technology, or related field.
• Graduate engineers will be preferred for Manager and Sr. Manager roles.
• Relevant experience in customer support, service operations, technical project execution, or project operations is preferred, with broader team-handling experience expected at senior levels.

Preferred candidate profile

• Strong leadership and team management ability.
• Excellent verbal and written communication skills.
• Strong customer handling and escalation management skills.
• Good commercial awareness with focus on SLA adherence, project delivery, and customer retention.
• Process-oriented mindset with strong documentation and reporting discipline.
• Ability to work under pressure and manage multiple priorities.
• Willingness to travel locally, within the country, and abroad as required.

Perks and benefits

• Cell phone connection or reimbursement
• Laptop
• Business travel reimbursement
• Health insurance
• Life insurance
• Provident Fund

Company overview

We are a reputed AudioVisual and Collaboration Technologies company committed to delivering high-quality integrated AV solutions with strong customer focus and technical excellence. The role is designed for professionals who can contribute to project delivery, site execution, client coordination, and long-term service quality across corporate, commercial, and institutional environments.