Job Description

We are looking for a

Manager - Operations

who can take complete ownership of daily operations at Giftlaya. This role involves managing orders, coordinating teams and vendors, resolving issues, and ensuring smooth service delivery across cities. The ideal candidate is practical, process-driven, and comfortable working in a fast-paced startup environment.

Key ResponsibilitiesOperations Management

Manage end-to-end order execution for gifts, cakes, flowers, and decoration services Ensure timely delivery and proper service execution as per customer commitments Monitor daily order flow, escalations, cancellations, and refunds

Team & Vendor Coordination

Manage operations executives and coordinators Coordinate with decorators, delivery partners, bakeries, florists, and vendors Ensure vendors follow quality standards, timelines, and company SOPs

Customer Experience

Handle customer escalations and critical service issues Ensure fast resolution of complaints and maintain high satisfaction levels Monitor customer feedback and improve service quality

Process & System Improvement

Create, document, and improve operational SOPs Identify operational gaps and suggest practical improvements Reduce errors, delays, and execution failures

Reporting & Performance Tracking

Track daily and monthly operational KPIs Prepare performance reports on order success rate, delays, and complaints Share insights with management for decision-making

Required Skills & Qualifications

Graduate or MBA in Operations / Management (preferred) 3-6 years of experience in operations, service delivery, or e-commerce Strong people-management and coordination skills Excellent communication skills (English & Hindi required) Proficiency in Google Sheets, Excel, CRM, or order management tools Ability to work under pressure and manage multiple tasks

What We're Looking For

A responsible and hands-on operations leader Someone who can manage people, vendors, and customers together Detail-oriented with strong problem-solving skills Comfortable working in a growing startup environment

Why Join Giftlaya

Opportunity to work closely with founders High growth and leadership opportunities Dynamic and fast-growing brand Chance to scale operations across multiple cities in India
Job Types: Full-time, Permanent

Pay: ?22,000.00 - ?30,000.00 per month

Education:

Bachelor's (Preferred)
Language:

English (Preferred)
Work Location: In person