Operations Manager

Job description

Role Summary The Operations Manager is responsible for managing end-to-end execution of interior design projects, ensuring timely delivery, exceptional customer experience, and adherence to quality standards. The role involves coordinating with design, production, installation, vendors, and project teams to deliver projects within committed timelines while maintaining operational excellence. Key Responsibilities 1. Project & Customer Delivery - Manage the complete project execution lifecycle from design handover to final installation. - Ensure projects are delivered on time while maintaining quality and customer satisfaction. - Monitor project progress and proactively resolve execution bottlenecks. - Handle multiple projects simultaneously across assigned locations. 2. Cross-functional Coordination - Collaborate with Design, Sales, Production, Procurement, Logistics, and Installation teams. - Coordinate production schedules and material availability to ensure timely dispatch. - Ensure smooth communication among internal stakeholders and customers throughout the project lifecycle. 3. Installation Management - Supervise installation teams to ensure quality workmanship. - Monitor installation timelines and resolve site-related challenges. - Conduct regular site reviews to ensure projects meet company quality standards. 4. Vendor Management - Manage external contractors and vendors including civil work, painting, electrical, plumbing, false ceiling, wallpaper, loose furniture, and other project partners. - Evaluate vendor performance and ensure adherence to quality, cost, and timelines. - Build strong relationships with key vendors for seamless project execution. 5. Customer Experience - Act as the primary escalation point for customer concerns during execution. - Maintain transparent and proactive communication regarding project updates. - Resolve customer complaints efficiently to enhance overall satisfaction and Net Promoter Score (NPS). 6. Team Leadership - Lead and mentor Project Managers, Site Engineers, Quality Executives, Installation Supervisors, and vendor partners. - Drive team performance through coaching, regular reviews, and process improvements. - Foster a customer-first culture within the operations team. 7. Operational Excellence - Ensure all projects comply with company processes, quality standards, and safety guidelines. - Track operational KPIs including project completion timelines, customer satisfaction, installation quality, and cost efficiency. - Identify opportunities for process improvements and operational efficiency.