Key Responsibilities
- Operational Oversight: Monitor daily metrics (vehicle dispatch, delivery timelines, and pickup execution) and oversee critical queues like ECS cases and pending/invalid scans to ensure zero backlog.
- Data-Driven Analysis: Conduct weekly and monthly deep-dive analyses on FIR (Customer Complaint), cancellation, quality issue, and city-wise performance reports to identify operational bottlenecks.
- Escalation & Conflict Resolution: Act as the final point of escalation for high-priority concerns (CEO-level and consumer forum cases), identifying structural process gaps across Finance, Collections, and Operations to implement preventive solutions.
- Team Leadership & Coaching: Analyze customer care performance reports to provide actionable feedback, maintain discipline, and step into frontline duties during high-demand periods.
- Inter-Departmental Liaison: Serve as the primary bridge between Customer Support, Marketing, Tech, and Warehouse teams to resolve SKU/pricing discrepancies, CRM issues, and drive same-day resolution.
Requirements & Eligibility
- Analytical Rigor: Proficiency in data analysis and reporting, with the ability to turn raw operational data into actionable business insights.
- Conflict Management: Proven experience in managing high-stakes escalations and consumer complaints focused on service recovery.
- Cross-Functional Leadership: Demonstrated ability to coordinate seamlessly across diverse departments including Tech, Finance, and Warehouse operations.
- Operational Discipline: Strong track record of tracking performance metrics and ensuring strict process adherence in a fast-paced environment.
- Mindset: A proactive problem-solving approach aimed at identifying gaps and implementing preventive solutions.
Pay: Up to ₹50,000.00 per month
Ability to commute/relocate:
- Gurugram, Haryana (Gurugram): Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What was your last drawn Annual CTC?
- How much are you expecting?
- Are you an immediate joiner? If not what is your notice period?
Location:
- Gurugram, Haryana (Gurugram) (Preferred)
Work Location: In person
