City Manager - Customer Experience
Location: Delhi NCR
Department: Customer Experience
Employment Type: Full-Time
Experience Required: 4–8 Years
Industry Preference: Hospitality / Student Housing / Facility Management / Service Industry / Operations
About the Role
We are looking for a highly proactive, operationally strong, and customer-focused City Manager to oversee service quality, complaint resolution governance, operational audits, and team capability development across all city operations.
The ideal candidate will be responsible for ensuring operational excellence across sites, maintaining premium customer experience standards, driving audit compliance, and ensuring all customer complaints and escalations are resolved within defined TATs.
This role requires a strong blend of operations management, customer handling, quality auditing, escalation management, and team training expertise. The candidate must possess exceptional communication skills, leadership abilities, and a strong ownership mindset to manage city-wide operational quality standards efficiently.
Key Responsibilities
City Operations & Site Quality Management
- Conduct regular operational and quality audits across all properties/sites within the city
- Ensure all sites maintain company-defined operational standards, SOP compliance, hygiene standards, and customer experience benchmarks
- Identify operational gaps, service inconsistencies, and compliance issues through structured audits and inspections
- Prepare detailed audit reports, corrective action plans, and operational improvement recommendations
- Coordinate closely with site teams and operations stakeholders to ensure timely closure of audit findings and operational gaps
- Monitor overall property performance and ensure service consistency across all city locations
Customer Complaint & Escalation Management
- Oversee all customer complaints and escalations across city operations
- Ensure all customer concerns are addressed and resolved within defined TATs
- Personally interact with customers in critical escalation scenarios to ensure effective issue resolution and customer satisfaction
- Maintain strong escalation governance and ensure smooth coordination between support teams, operations teams, and site teams
- Analyze recurring complaint trends and implement preventive and corrective action plans
- Drive a strong customer-first culture across city operations
Team Training & Quality Excellence
- Conduct regular training sessions for customer support teams and site operations staff
- Train teams on SOP adherence, customer communication, escalation handling, professionalism, and service excellence standards
- Develop audit frameworks, quality scorecards, process guidelines, and training modules
- Monitor team performance through audits, reviews, and quality evaluations
- Coach and mentor teams to improve operational discipline and customer interaction quality
- Ensure all teams are aligned with organizational service and operational excellence standards
Required Skills & Competencies
- Strong operational management and site audit expertise
- Excellent customer handling and escalation resolution abilities
- Exceptional communication and interpersonal skills
- Strong leadership and team management capabilities
- Ability to manage multiple sites and operational stakeholders simultaneously
- High ownership mindset with strong attention to detail
- Strong analytical, reporting, and problem-solving skills
- Experience in training, coaching, and quality governance
- Ability to work in fast-paced operational environments
Preferred Qualifications
- Bachelor’s degree in Hospitality, Business Administration, Operations, or related field
- Experience in Hospitality, PG Operations, Facility Management, Customer Experience, or Operations preferred
- Prior experience in Quality Audits, Customer Escalation Management, or Multi-site Operations Management preferred
Key Performance Indicators (KPIs)
- Audit Compliance Scores
- Complaint Resolution TAT
- Customer Satisfaction (CSAT)
- Escalation Closure Efficiency
- Reduction in Repeat Complaints
- Site Operational Quality Scores
- SOP Adherence Across Properties
- Team Training & Performance Improvement Metrics
What We’re Looking For
We are seeking a highly accountable and execution-driven professional who can maintain operational excellence across the city while ensuring superior customer experiences at every touchpoint.
The ideal candidate should be capable of driving operational discipline, conducting detailed site audits, resolving escalations effectively, and building a high-performance service culture across teams and properties.
Pay: ₹40,000.00 - ₹50,000.00 per month
Application Question(s):
- Do you have experience in handling customer escalations and complaint resolution across multiple sites or operations?
- How many years of experience do you have in Operations, Customer Experience, or Hospitality Management?
- Have you conducted operational/site audits in your previous organization?
- Do you have experience in training and managing operations or customer support teams?
- Have you worked on TAT-based complaint resolution management?
- Which industries have you previously worked in?
(Hospitality / PG Operations / Facility Management / Customer Support / Service Industry / Other)
- Do you have experience in preparing audit reports and operational improvement plans?
- What is your notice period or earliest joining availability?
- Are you comfortable working in a fast-paced and field-oriented operational environment?
- Are you comfortable with the INR 40,000 – 50,000 salary range for this role?
Work Location: In person
