Territory Operations Manager

IntrCity SmartBus; Tirupati, NTR, Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

IntrCity SmartBus is seeking a Service Manager or Territory Manager to own fleet quality, safety compliance and frontline service execution across trips. You will drive audits, coordinate with operator staff and ensure the highest standards on every journey.

The role demands strong people leadership, roster planning and the drive for continuous improvement while maintaining customer satisfaction. Willingness to work late nights during services is anticipated.

Qualifications

• Proven ability to manage frontline teams and drive performance.
• Strong focus on fleet safety, cleanliness and brand standards.
• Experience coordinating with operators, captains and crew.

Responsibilities

• Complete daily in-bus inspections and fill audit forms to improve service delivery.
• Own audit scores and bus-quality-complaints-per-trip with a zero-violation mindset.
• Ensure cleanliness, comfort and onboard amenities meet brand standards on every trip.
• Coordinate with operator staff daily to get work done and identify improvements.
• Call unhappy customers daily to gather feedback and resolve issues at quality.
• Reduce customer complaints related to bus condition, cleanliness and safety.
• Recruit, train and manage bus captains, ensuring grooming standards and reporting.
• Plan rosters, week-offs, attendance and attrition control.
• Drive accountability through audits and performance evaluations; log corrective actions.
• Deliver on customer engagement targets of ratings and in-bus bookings.
• Own reports, flag trends and implement corrections.
• Monitor service and captain-level performance via dashboards.
• Maintain daily SOP checklists and improve deliverables down the line.

Skills

Fleet management

People management

Safety compliance

Operational coordination

Customer experience

Stakeholder communication

Job description

KEY RESPONSIBILITIES

Overview

Service Managers (SM) or Territory Managers (TM) are the frontline owner of fleet quality, safety compliance and ground-level service execution resulting in top-notch customer experience.

Core Responsibilities

Service Quality

• 1. Completing daily in-bus inspections and fill the audit form to improve service delivery
• 2. Own audit score and bus-quality-complaints-per-trip metric, and zero compromise on safety violations
• 3. Ensure cleanliness, comfort and onboard amenities meet brand standard on every trip
• 4. Daily coordination with operator staff to get the work done and highlighting improvement areas
• 5. Calling unhappy customers daily and gather captain & crew feedback to close the loop; resolve issues at the right quality, not just speed
• 6. Working on reducing customer complaints related to bus condition, cleanliness and safety concerns

Team Leadership & Accountability

• 1. Recruit, train and manage the team of bus captains ensuring grooming standards and timely reporting
• 2. Own roster planning, week-offs, attendance and attrition control
• 3. Drive accountability through audits and performance evaluation; log corrective actions against the SOP checklist; keep behavioral complaints under check
• 4. Deliver on customer engagement targets of customer ratings and in-bus bookings

Reporting & Continuous Improvement

• 1. Own the reports assigned to this role, flag trends and make corrections
• 2. Monitor service and captain level performance through performance dashboards
• 3. Bus punctuality reports to be seen daily and making timely schedule/route corrections
• 4. Log daily checklist of SOPs and ensure team down the line improve on deliverables

Required Skills & Availability

• Working knowledge of bus systems, fleet maintenance basics and safety regulations
• Proven people-management and training ability for a frontline team
• Composure and firmness enforcing standards under operational pressure, including the authority to hold a bus back from dispatch
• Strong coordination and stakeholder communication — captains, crew, customers and the operator
• Comfortable working late nights and staying reachable off-hours while services are running