Operations Team Lead

IncrediPets; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

IncrediPets is looking for an Operations Team Lead to oversee a cluster of zones and ensure operational excellence. This hands-on role involves leading a team, managing escalations, and utilizing data to drive improvements. The ideal candidate will have 4–7 years of experience in operations or customer success, with strong team management skills and fluency in Hindi and English.

You will be part of an innovative environment that values problem-solving and analytical thinking. If you're ready to take ownership and drive impactful changes, apply now!

Qualifications

• 4–7 years in operations, process, customer success, escalation management, or QA.
• Experience in managing teams and driving performance.
• Strong analytical skills with a data-driven approach.

Responsibilities

• Own team-level operational outcomes across designated zones.
• Lead a team of Operations Associates, setting targets and coaching.
• Analyze data to identify patterns and implement process fixes.

Skills

Team management

Analytical skills

Fluent in Hindi and English

Escalation management

Education

Graduate in any discipline

Job description

IncrediPets delivers at-home pet care across India — dog walking, training, grooming, and vet-assisted services — through a verified network of field partners. We serve roughly 30,000 clients and are growing fast across Delhi NCR, Mumbai, and Chandigarh.

Why this role exists

We've rebuilt how Operations works. An AI voice agent now handles first-line call taking, so Operations is no longer a call desk — it's the problem-solving layer that keeps service healthy on the ground. The company runs in geographic zones. The front-line Operations Associate owns a set of zones; the Operations Team Lead sits one level above them and one below the Operations Head, and owns the operational health of a cluster of zones through a team of Associates. This is a genuine people-leadership and ownership role — not the Associate job at a bigger scale.

What you'll do

• Own team-level operational outcomes across a cluster of zones — service attendance, partner availability, escalation‑resolution time, and client retention.
• Lead a team of Operations Associates — set targets, review performance, run 1:1s, coach, and personally take the hardest escalations.
• Hire and onboard new Associates as the team scales.
• Read dashboards at the cluster level to spot systemic patterns, then drive process fixes and standardise what works across zones.
• Run root‑cause investigation and corrective action (RCA/CAPA) as a team discipline for no‑shows, cancellations, and disputed sessions.
• Coordinate cross-functionally — especially with the Supply team on partner availability — and report up to the Operations Head.

What we're looking for

• 4–7 years in operations, process, customer success, escalation management, or QA — ideally at a consumer startup (quick‑commerce, logistics, e‑commerce, healthtech).
• Direct team‑management / people‑leadership experience — you've owned other people's output, not just your own.
• Strong analytical and root‑cause skills; comfortable living in dashboards and data.
• Clear written and verbal communication; fluency in Hindi and English.
• An ownership mindset. Graduate in any discipline. Based in Delhi NCR and able to work on‑site.

Nice to have

• Experience scaling an ops team from a handful to a larger group; field/on‑ground or partner‑network exposure; comfort using modern AI tools to work faster.

Not for you if you want a script to follow or a queue to clear without asking why it exists. This is a candid, analytical environment that values problem‑solvers over script‑followers — the role is hands‑on, data‑driven, and accountable for outcomes you don't always directly control.

How to apply: Apply through LinkedIn with your CV and a short note on a hard operational problem you owned end to end — what you did, and what changed because of you.