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Location:  Barwala ( Panchkula)
Department: Operations
Reports To: Head of Operations
Experience Required: 6–8 years in D2C operations, customer service, or fulfilment

About the Role

We are looking for a proactive and performance-driven Operations Manager to lead our customer operations in a fast-growing Direct-to-Consumer (D2C) environment. You will be responsible for ensuring seamless customer experience, team performance, accurate reporting, and operational excellence across all service channels.

E-commerce preferred

This role calls for someone who thrives in a digital-first, customer-obsessed setup and is passionate about scaling efficient, tech-enabled operations.

Key Responsibilities:

1. Team Performance Management

• Lead and mentor the customer support team to consistently meet SLAs across chat, email, and phone.
• Monitor team productivity, resolve escalations, and ensure timely issue resolution.
• Implement performance tracking systems and conduct regular reviews.

2. Customer Satisfaction & Quality Assurance

• Drive high-quality, personalized customer interactions.
• Improve CSAT, NPS, and First Contact Resolution (FCR) through training and root-cause analysis.
• Reduce churn by proactively addressing repeat complaints and gaps in service.

3. Process & Workflow Optimization

• Streamline customer support workflows using automation tools and SOPs.
• Collaborate with product, tech, and logistics teams to close operational gaps.
• Identify and implement tools that improve resolution time and team efficiency

4. Reporting & Data Accuracy

• Ensure data-driven operations by maintaining accurate, real-time dashboards and reports.
• Provide insights to leadership on support trends, bottlenecks, and improvements.
• Own the performance reporting cadence (daily, weekly, monthly).

What We’re Looking For:

• Bachelor's degree (MBA preferred)
• 7+ years in operations or customer experience, preferably in a D2C or e-commerce setup
• Deep understanding of customer behaviour in digital retail
• Experience with CRM platforms and reporting tools (Excel, Google Data Studio, etc.)
• Analytical mind-set with strong communication and leadership skills
• Experience with process automation and scaling support operations is a plus

Why Join Us?

• Be part of a high-growth, digital-first consumer brand
• Work with a young, energetic team passionate about great customer experiences
• Opportunity to shape the customer journey at a brand that values operational excellence.