Operations Head

1. Customer Success Management

- Ensure customer satisfaction throughout the project life cycle

- Manage the CSM team, handle escalations, and resolve issues promptly

- Develop and enhance processes, training, and reviews of the team to maximize customer delight

- Collect customer reviews and feedback during and at the handover of the project

2. Operations

- Ensure that the company has enough turnkey partners to execute projects seamlessly

- Ensure that the company has enough bandwidth to handle projects as per set standards and targets

- Understand the processes of the company's different departments broadly to plan expansion requirements in terms of people, partners/vendors, and other resources

- Analyze the efficiency of individuals and teams, structure teams and departments, and handle any legal issues related to the team or vendors

- Ensure that the company has sufficient agencies to cater to business needs

3. Productivity Management

- Maintain a culture that aligns with the company's vision for productivity management

- Analyze the need to open positions based on the productivity and efficiency of individual departments/roles.

- Ensure that people are fulfilled in their jobs and are learning enough to keep themselves motivated.

- Manage performance improvement plans for underperforming employees and analyze the performance of all departments.

4. Partner Management

- Source and shortlist vendors related to the design and construction industry

- Onboard vendors on our software as per the process after shortlisting

- Maintain good relations with vendors and analyze their service and work performance from time to time.

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