General Manager Experience & Hospitality Operations

Job description

Date of Request17th August 2026Position TypeFull TimeJob TitleGeneral Manager Customer Experience & Hospitality Operations Reports ToVice President Customer Experience & HospitalityHiring ManagerSunil KumarDate Posted Hiring Manager Contact Details9899847349 Date/Month New Hire neededAug/Sept 2026Location of the employeeBengaluru DepartmentCustomer Experience & HospitalityHiring Requisition Form PART - A 1. Key Responsibilities for the role • Experience & Hospitality Operations Leadership Lead operational readiness and experience delivery across customer-facing locations from pre-opening planning and launch through post-launch stabilisation, ensuring every location consistently delivers defined Puravankara experience and hospitality standards. • Site Readiness & Launch Excellence Lead end-to-end readiness of new launches and customer-facing locations, establishing clear milestones and ensuring the physical environment, operational requirements and customer touchpoints are ready from Day One. • Integrated Readiness & Quality Standards Establish comprehensive readiness requirements covering customer experience, hospitality, facilities, brand presentation, technology, safety, accessibility, functionality, cleanliness and customer comfort, creating a consistent definition of readiness across projects. • Readiness Assurance & Launch Certification Establish structured inspections, readiness reviews, snag closure, pre-opening assessments and final readiness sign-offs before customer-facing locations open. • Cross-Functional Integration & Milestone Closure Bring together Technical, Design, Marketing, Sales, Facilities, IT, Procurement and other stakeholders around common readiness and launch milestones, identify dependencies early and drive decisions, solutions and timely closure. • Operational Excellence & Consistency Establish disciplined operating practices across customer-facing locations and conduct structured post-launch reviews to ensure experience, hospitality, presentation, functionality and service readiness are consistently sustained. • Customer Experience Assurance Evaluate project readiness through a customer lens and ensure physical, operational and hospitality environments support the intended customer journey and defined experience standards. • Portfolio & Zone Leadership Lead the four zonal Operations Managers across the project portfolio, establish clear ownership and priorities, review performance and build a disciplined, accountable and solution-oriented field organisation. • Risk, Escalation & Decision Management Identify readiness and operational risks early, assess customer and business impact, enable timely decision making and escalate critical dependencies to protect quality, experience, cost and launch commitments. • Commercial & Cost Effectiveness Drive budget visibility, cost optimisation, value optimisation, resource effectiveness and standardisation while protecting defined experience, quality and operational standards. • Vendor & Partner Performance Partner with Procurement, Facilities and functional owners to establish expected outcomes, monitor service and delivery performance and drive corrective action where partner performance impacts readiness or customer experience. • Standardisation & Scalability Convert recurring requirements and successful solutions into standard specifications, products, checklists and repeatable operating models that improve consistency, speed, quality and cost effectiveness. • Post-Launch Stabilisation & Learning Continue structured reviews following launch, identify early operational and experience gaps, drive stabilisation and capture learnings for future projects. • Performance & Business Insights Build structured dashboards and measures covering readiness, critical risks, closure timelines, recurring issues, operational performance, cost implications and experience outcomes to enable proactive decisions. • Continuous Improvement & Innovation Analyse recurring site and operational challenges, benchmark leading practices and introduce smarter solutions, tools and processes that improve readiness, quality, efficiency and customer experience. • Functional Partnership & Accountability Partner with respective functional owners to achieve readiness and experience outcomes while maintaining clear accountability for execution within each function. 1. Is this position a replacement? If yes, briefly explain the reason for the vacancy and why this position ought to be retained. Include any changes you plan for this position, if applicable. This position is part of the approved Customer Experience & Hospitality organisation structure and will be filled against the available manpower within the approved FY2627 headcount. The role will lead Experience & Hospitality Operations across customer-facing projects, with responsibility for site readiness, launch preparedness, operational excellence, experience standards implementation and cross-functional closure. The position is critical to ensuring consistent customer experience and hospitality standards across projects, with no increase in the overall approved manpower. 1. Is this a new position, meaning it is not included in your current budget? If yes, please complete Part II of this form. 1. The Hiring Manager is to indicate whether the position should be posted internally or externally. If an external posting is recommended before internal options have been considered, please provide the rationale for this approach. This role requires strong experience in multi-site operations, customer-facing site readiness, hospitality operations, launch preparedness and cross-functional execution. External hiring is recommended to bring relevant industry expertise, a strong customer and hospitality mindset, and proven operational practices that can support the organis