Operations Executive

Core OwnershipOwn the end-to-end customer and project operations journey—from order confirmation and installation coordination to customer support, issue resolution, and successful project closure.

Key Responsibilities1. Operations Management

• Coordinate daily project and customer operations.
• Track orders, dispatches, installations, commissioning and project closures.
• Coordinate between sales, warehouse, installation engineers, vendors and customers.
• Maintain project-wise trackers, documentation and status reports.
• Ensure timely execution and closure of pending operational activities.

2. Customer Support

• Act as the primary point of contact for customer queries and service requests.
• Handle product, installation, configuration and basic troubleshooting queries.
• Register, track and close customer complaints within defined timelines.
• Coordinate technical issues with the engineering team and ensure proper follow-up.
• Maintain clear and professional communication with customers throughout the resolution process.

3. Installation & Service Coordination

• Schedule installation visits with customers and site teams.
• Allocate and coordinate installation engineers.
• Maintain installation checklists and sign-off records.
• Track snag lists, pending points and rectification work until closure.
• Coordinate warranty and after-sales service requirements.

4. Internal Coordination

• Work closely with Sales, Technical, Warehouse, Finance and Management.
• Ensure smooth handover from Sales → Operations → Installation → Customer Support.
• Escalate critical customer/project issues to management with clear updates and proposed solutions.

5. MIS & Process Management

• Maintain live dashboards for:
• Orders & Dispatch
• Installation Status
• Open Complaints
• Service TAT
• Project Closures
• Pending Payments/Operational Dependencies
• Prepare daily/weekly operational reports.
• Maintain customer and project records accurately.
• Identify recurring issues and recommend process improvements.
• Core SkillsStrong communication and customer-handling skills
• Excellent follow-up and coordination ability
• Problem-solving and ownership mindset
• Good knowledge of Excel / Google Sheets
• Ability to manage multiple projects simultaneously
• Basic technical aptitude and willingness to understand smart-home products
• Strong documentation and reporting discipline
• Ability to work in a fast-paced startup environment
• Key Performance IndicatorsInstallation & project closure TAT
• Customer complaint resolution TAT
• Open issue ageing
• First-time resolution rate
• Customer satisfaction
• Accuracy of operational MIS
• Pending task follow-up & closure
• Successful project handover

Ideal CandidateA high-ownership, execution-focused person who doesn't just forward customer complaints but takes responsibility until the issue is completely closed. The candidate should be comfortable coordinating with customers, site teams, technicians and internal departments in a fast-moving startup environment.

In one line:

“Own the customer journey, drive operational execution, and ensure every project and service issue reaches closure.”