Job Description
Key Responsibilities:
Setting up Central Ops : Building Central Ops from scratch and moving city processes under a unified setup and consolidating city workflows.
Retention & Engagement: Track key metrics like churn, LTV, and satisfaction to design interventions that improve long-term retention and drive sustained engagement.
Customer & Partner Insights: Continuously gather and analyze qualitative and quantitative feedback to understand pain points, inform product/process improvements, and reduce operational friction.
Cost Optimization: Monitor and improve cost-efficiency in acquisition and retention efforts to maximize ROI.
Communication & Training: Build effective partner communication strategies and training programs to support onboarding, education, and ongoing enablement.
Competitor & Market Analysis: Conduct regular benchmarking to identify trends, strategic opportunities, and areas of differentiation.
SLA Monitoring & Issue Resolution: Ensure adherence to SLAs and drive resolution of partner/customer issues in a timely and efficient manner.
Skills and Qualifications:
Analytical Ability and Structured Thinking: Strong analytical skills to interpret data, identify trends, and make informed decisions. Ability to think critically and develop structured strategies to drive growth.
First Principle Thinking: Question assumptions and solve problems from fundamental truths. Innovate and optimize processes beyond conventional approaches.
Stakeholder Management: Excellent interpersonal and communication skills to effectively collaborate with internal teams, external partners, and stakeholders at all levels.
Team Management: Experience in managing teams and leading team leads to achieve goals and objectives.
Data-Driven Mindset: Comfortable working with data and utilizing data-driven insights to inform decision-making processes. Proficiency in data analysis tools and techniques.
