to lead and scale the service vertical of our retail chain. The ideal candidate will bring hands-on expertise in managing service delivery in a
retail or consumer services format
(e.g., Urban Company, Quess, Housejoy, or similar service-driven businesses). This leadership role will focus on driving operational excellence, building service teams, ensuring customer satisfaction, and developing scalable processes across multiple locations.
Key Responsibilities
Service Operations Leadership:
Own end-to-end service operations across all retail/service outlets.
Define service delivery SLAs, processes, and quality standards.
Implement scalable operational frameworks for consistent customer experience.
People & Vendor Management:
Build, lead, and mentor a high-performing service operations team.
Manage external partners, service providers, and vendors to ensure compliance and efficiency.
Develop training modules to standardize service excellence.
Customer Experience:
Ensure high levels of customer satisfaction through efficient service delivery.
Track customer feedback, resolve escalations, and continuously improve NPS/CSAT scores.
Implement tech-driven tools for better service visibility and accountability.
Process & Efficiency:
Drive operational efficiency through process automation and technology adoption.
Monitor KPIs, MIS reports, and dashboards to measure performance and identify improvement areas.
Establish best practices for service delivery, scheduling, and workforce utilization.
Business Growth & Strategy:
Partner with senior leadership to expand service categories and offerings.
Support business development by aligning service capabilities with customer demand.
Manage budgets, cost controls, and profitability of the service operations division.
Key Skills & Competencies
Proven track record (10-15 years) in
service operations management
within retail, consumer services, or marketplace-driven companies (e.g., Urban Company, Housejoy, Quess, or similar).
Strong leadership and team management skills with experience in scaling large service teams.
Customer-first mindset with a demonstrated ability to improve service quality and efficiency.
Strong analytical skills with expertise in using data/metrics to drive decisions.
Excellent communication, stakeholder management, and problem-solving skills.
Tech-savvy with exposure to CRM tools, ERP systems, and digital service platforms.
What We Offer
Opportunity to lead and shape the service vertical of a growing retail chain.
Dynamic, fast-paced work environment with cross-functional collaboration.
Competitive compensation with performance-linked incentives.
Job Type: Full-time
Pay: ?1,200,000.00 - ?2,000,000.00 per year
Benefits:
Provident Fund
Work Location: In person
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.