Territory Operations Manager

IntrCity SmartBus; Wagholi; On-site; INR 700,000 - 1,200,000; Full time

Job summary

IntrCity SmartBus seeks an experienced operations leader to oversee passenger experience, quality assurance, and field execution across depots and transit hubs. You will coordinate with depot teams, manage budgets, mentor supervisors, and deliver performance insights to executives.

The role requires frequent travel to depots and terminals, maintaining grooming and safety standards, and driving continuous improvement across field teams and operations.

Responsibilities

• Monitor customer feedback, reviews, and complaints to implement targeted service improvement plans.
• Maintain cleanliness, amenity standards (WiFi, AC, seating quality), and safety features across all operational buses.
• Coordinate with depot staff and crew to ensure professional customer service standards.
• Manage the territory's operational budget, toll expenditures, and maintenance expenses.
• Lead, mentor, and manage field supervisors, depot managers, and operations staff.
• Deliver weekly and monthly performance reports to executive leadership with actionable insights and growth strategies.
• Mixture of office-based strategic work and frequent field visits across bus depots, terminals, and key transit hubs within the assigned territory.
• Must be comfortable with regular local travel.
• Lead, mentor, and guide a team of field personnel to ensure high performance and strict adherence to company objectives.
• Enforce and maintain immaculate personal grooming, uniform standards, and professional etiquette across the entire field team.
• Conduct regular team briefings, safety checks, and performance reviews to foster a culture of continuous improvement and discipline.
• Train and onboard new field staff, providing ongoing coaching to upgrade their technical skills and professional conduct.
• Oversee day-to-day field operations, ensuring projects and tasks are executed efficiently, safely, and strictly according to timeline and budget.
• Monitor quality assurance and ensure all work delivered meets the company's quality and compliance benchmarks.
• Coordinate logistics, resource allocation, and task delegation for team members in the field.
• Serve as the primary point of contact for real-time field escalation, efficiently tackling unexpected operational hurdles, client concerns, or personnel issues as they arise.
• Exercise sound judgment to resolve conflicts, technical issues, and operational bottlenecks on-site without delaying project deliverables.
• Report critical field incidents, root cause analyses, and implemented solutions to senior management.

Job description

KEY RESPONSIBILITIES

Passenger Experience & Quality Assurance

• Monitor customer feedback, reviews, and complaints to implement targeted service improvement plans.
• Maintain cleanliness, amenity standards (WiFi, AC, seating quality), and safety features across all operational buses.
• Coordinate with depot staff and crew to ensure professional customer service standards.

Financial & Team Leadership

• Manage the territory's operational budget, toll expenditures, and maintenance expenses.
• Lead, mentor, and manage field supervisors, depot managers, and operations staff.
• Deliver weekly and monthly performance reports to executive leadership with actionable insights and growth strategies.

Work Environment & Travel

• Mixture of office-based strategic work and frequent field visits across bus depots, terminals, and key transit hubs within the assigned territory.
• Must be comfortable with regular local travel.

Team Leadership, Grooming & Guidance

• Lead, mentor, and guide a team of field personnel to ensure high performance and strict adherence to company objectives.
• Enforce and maintain immaculate personal grooming, uniform standards, and professional etiquette across the entire field team.
• Conduct regular team briefings, safety checks, and performance reviews to foster a culture of continuous improvement and discipline.
• Train and onboard new field staff, providing ongoing coaching to upgrade their technical skills and professional conduct.

Field Execution & Operations

• Oversee day-to-day field operations, ensuring projects and tasks are executed efficiently, safely, and strictly according to timeline and budget.
• Monitor quality assurance and ensure all work delivered meets the company's quality and compliance benchmarks.
• Coordinate logistics, resource allocation, and task delegation for team members in the field.

Problem Solving & Crisis Management

• Serve as the primary point of contact for real-time field escalation, efficiently tackling unexpected operational hurdles, client concerns, or personnel issues as they arise.
• Exercise sound judgment to resolve conflicts, technical issues, and operational bottlenecks on-site without delaying project deliverables.
• Report critical field incidents, root cause analyses, and implemented solutions to senior management.