General Manager- Interior Fitout

Livspace; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Livspace in Pune is seeking a General Manager - Operations to lead a team of Operations Leads and ensure customer delight from post-booking through handover. You will align design and production with committed timelines for your cohort/city, while coordinating with Finance, Vendor, Installer, and other internal teams for timely support.

You will manage and grow the regional team, ensure adherence to SOPs, and drive ownership of customer experience and escalation resolution to meet quality

Qualifications

• 7 to 12 years of overall work experience in startups or operations.
• People management skills (direct team reporting in past roles is a must).
• Strong attention to detail and excellent written and oral communication skills.
• Structured thought process and strong analytical ability.
• Ability to thrive in a fast-paced startup environment with cross-functional collaboration.

Responsibilities

• Own the customer experience completely post booking of project till the time of handover.
• Act as a highest point of escalation for your region and ensure issues are resolved within ETAs and projects completed well.
• Coordinate with cross functional teams to enable faster issue resolution for your team.
• Be a people manager to empower the existing team and hire top talent to strengthen the region.
• Ensure everyone adheres to defined SOPs to provide a standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, CSAT, and fast resolution of escalations.

Skills

People management

Stakeholder coordination

Customer experience

Attention to detail

Analytical ability

Written & verbal communication

Startup environment

Job description

As a General Manager - Operations, you will be responsible for leading a team of Operations Leads and ensuring customer delight. You will coordinate with design and the production team to keep them in alignment with the committed timelines for your cohort/ city. You will manage internal stakeholders such as Finance, Vendor teams, Installer teams etc to ensure they get the required support to meet the customer promised timelines and quality standards.

• Own the customer experience completely post booking of project till the time of handover.
• Act as a highest point of escalation for your region and ensure any of the issues highlighted by the customers are resolved within the committed ETAs and the projects are completed on a good note.
• Continuously coordinate with the cross functional teams such as installer teams, vendor teams, category teams, product teams etc to enable faster issues resolution for your team members to solve problems on ground.
• Be a people manager to empower the existing team and also hire the best of the talents in the country to strengthen the team of your region.
• Ensure everyone in the team is adhering to the defined process SOPs and standards to provide a standardized customer experience.
• Responsible for Customer Move In Timeline Adherence, Customer Overall CSAT Score, Quicker resolution of customer escalations.

EXPERTISE AND QUALIFICATIONS

• 7 to 12 years of overall work experience in Startups or Operations in similar industries.
• People management skills (direct team reporting in past roles is a must)
• Strong attention to detail and excellent written and oral communication skills required.
• Structured thought process and strong analytical ability.
• Ability to thrive in a fast-paced startup environment. Manage strategic alliances/ business partnerships through builders, architects and interior consultants in order to achieve maximum project reach.