Operations Coordinator

Legion Vittor; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Legion Vittor in Hyderabad is seeking a hands-on Operations & Customer Experience professional to design scalable processes and own the end-to-end customer journey for our on-ground and remote teams.

You will build SOPs, manage vendor interactions, and lead cross-functional meetings to improve service delivery, CSAT, and retention for our B2C operations as we scale with the founding team.

Qualifications

• Hands-on experience in customer relationship management and customer support.
• Experience in field services or B2C service operations.
• MBA in Operations or Hospitality is a plus.

Responsibilities

• Own the full customer journey — onboarding to service closure.
• Design and improve operations processes, SOPs, and workflows.
• Lead vendor/partner meetings and onboarding.
• Manage on-ground and remote service delivery, ensuring timely outcomes.
• Drive CSAT/NPS improvements through data-driven iterations.

Skills

CRM ownership

Customer support

Stakeholder management

English + Telugu/Hindi

Excel/Sheets

Notion

AI tools

Lean/Six Sigma/Kaizen

Education

MBA (Operations or Hospitality)

Any graduate

Tools

CRM tools

Notion

Excel/Google Sheets

Job description

Job description:

Location: Hyderabad (Preferred)
Type: Full-time, Permanent
Reports to: Founding Team

At Legion Vittor, we're not just building a B2C product with Aboin.app, we're redefining the way NRIs stay connected to their families and get things done back home in India. From on-ground assistance and documentation to coordination and follow-through on the tasks they can't handle from abroad, we're the trusted operating layer for people who live overseas but still have a life to look after here.

As we scale, we're looking for driven individuals who want more than just a job they want to build meaningful systems, shape impactful journeys, and grow with a mission that matters.

Key Responsibilities

1. Thrive in Ambiguity Design & Improve Systems

• Lead the development of a structured operations framework, bringing clarity, logic, and repeatability to every process.
• Build processes, workflows, and SOPs from scratch where needed.
• Work across teams to implement better service models, tracking, and reporting.
• \"Be a builder, not a follower\" — think in terms of solutions, not tasks.

2. Internal Operations Management

\"Own the full customer journey — from onboarding to service closure.\"

• Take ownership of the entire service lifecycle: Booking Execution Issue Resolution Feedback Process Update.
• Manage real-time escalations and prevent future recurrence.
• Perform cold calling and outbound follow-ups to clarify customer intent, complete onboarding, or offer assistance.
• Continuously evolve SOPs using a feedback loop mindset (Kaizen).

3. Business Meetings & Stakeholder Engagement

• Represent Aboin in meetings with vendors, partners, service providers, and institutional stakeholders.
• Independently conduct meetings — set the agenda, drive the discussion, capture outcomes, and follow through to closure.
• Prepare briefs, proposals, and post-meeting documentation; convert conversations into signed partnerships and live processes.
• Travel locally for on-ground meetings as required.

4. Partner/Vendor Onboarding, Training & Quality Control

• Define eligibility criteria, training, and protocols for each service line; build onboarding and training templates.
• Conduct partner/vendor audits and spot checks to maintain service quality.
• Use findings to retrain, realign, or replace underperforming resources.

5. Customer Relationship Management, Support & Experience

\"Build lasting relationships with returning customers.\"

• Own the CRM — maintain clean records, track every interaction, and run structured follow-up and retention cycles.
• Handle inbound customer support across calls, WhatsApp, and email with speed and accuracy.
• Treat every customer not as a ticket number but as part of the Aboin family; build rapport through empathy and genuine human interaction.
• Define measurable satisfaction metrics and drive CSAT/NPS improvements from real feedback.

\"Turn customers into Aboin ambassadors.\"

• Deliver service so good that happy customers become our marketing engine.
• Celebrate and document positive stories for internal inspiration and external brand advocacy.

Qualifications

• Any graduate; MBA (Operations,Hotel Management, Hospitatlity, Healthcare, or General Management) is a plus. 1–2 years of experience.
• Required: hands‑on experience in customer relationship management and customer support.
• Experience in field services or B2C service operations preferred.
• Good to have: background in hospitality or hotel management (Hotel Management degree welcome).
• Comfortable attending and leading client/vendor meetings.
• Strong communication skills in English + Telugu/Hindi.
• Working knowledge of Excel/Google Sheets, CRM tools, Notion, and AI tools.
• Familiarity with Lean, Six Sigma, or Kaizen methodologies is an added advantage.

Key Skills

• Process design and operational scaling
• SOP creation, improvement, and training
• CRM ownership and customer support operations
• Business meeting facilitation and stakeholder management
• Strong documentation and reporting ability
• Cross-functional coordination
• Proactive communication and crisis management
• Customer empathy and relationship building
• Data-driven mindset and growth orientation

Mindset You Must Bring

• Builder's Mentality You're not waiting for instructions; you're defining them.
• Customer Obsession You advocate for the user and strive to deliver wow moments.
• Process Thinking You reduce chaos through scalable systems and documentation.
• Growth Orientation You view every issue as a chance to improve. At Aboin, we value your thoughts and opinions — we're on your side, and invested in your growth as much as our own.
• Empathy-Driven You see behind the ticket, into people's lives and needs.

Job Types: Full-time, Permanent Schedule: Day shift Work Location: In person

Work Location: In person