Job Title

Department: Service & Operations Location: Bangalore, Karnataka Reporting To: Head – Operations / Business Head Travel Requirement: Extensive travel (local + outstation) – mandatory Offered CTC - ₹5 - ₹5.5L per annumRole Purpose The Service Head / Operations Manager will be responsible for end-to-end service delivery and operational excellence across the South region. The role ensures seamless coordination between customers, sales teams, installation partners, and internal stakeholders to deliver high-quality modular furniture installations, on time and as per design and safety standards.Key Responsibilities Service Operations & Execution  Oversee and manage end-to-end modular furniture installation operations across assigned Southern locations.  Ensure installations are executed as per approved designs, technical drawings, and quality standards.  Conduct site visits to assess readiness, supervise installations, and resolve on-site challenges. Customer & Stakeholder Management  Act as the primary escalation point for customer service and installation-related issues.  Maintain proactive communication with customers, ensuring transparency on timelines and issue resolution.  Coordinate closely with sales, design, logistics, and installation teams to ensure smooth handovers and execution. Team Leadership & Coordination  Lead, guide, and monitor service engineers, installation teams, and external partners.  Allocate work, monitor productivity, and ensure adherence to service SLAs.  Drive a culture of accountability, safety, and customer-centricity. Complaint & Quality Management  Review and monitor the complaint tracker, ensuring proper root cause analysis and permanent corrective actions.  Reduce repeat complaints by implementing process improvements and preventive controls.  Ensure final installations meet quality expectations before closure.Process, Safety & Compliance  Ensure adherence to installation safety norms, site regulations, and best practices.  Identify gaps in service processes and drive continuous improvements.  Maintain documentation related to installations, handovers, and partner agreements. Travel & Site Supervision  Travel regularly to customer sites and studios across Southern India, including outstation locations.  Conduct surprise audits and service reviews at active and completed project sites.Key Result Areas (KRAs) 1. Installation Excellence o ≥95% on-time installation completion rate. 2. Customer Satisfaction o Improvement in customer feedback and reduction in escalations. 3. Complaint Reduction o Reduction in repeat service complaints through RCA and corrective actions. 4. Operational Efficiency o Improved coordination and reduced rework or installation delays. 5. Safety & Compliance o Zero major safety violations at installation sites.Required Skills & Qualifications Experience & Education  Proven experience as a Service Manager / Operations Manager in the modular furniture industry.  Background in Modular Furniture, Interior Fit-out preferred. Technical & Functional Skills  Strong knowledge of modular furniture installation techniques, tools, and materials.  Ability to read and interpret design layouts, BOQs, and technical drawings.  Working knowledge of site safety regulations and best practices.Leadership & Behavioral Competencies  Strong leadership and decision-making capabilities.  Excellent communication and interpersonal skills to manage clients and teams.  High problem-solving ability with attention to detail.  Ability to work under pressure and manage multiple sites simultaneously.Location & Mobility  Candidate must be based in West India, preferably Bangalore, Karnataka.  Must be comfortable with extensive travel, including outstation assignments (non- negotiable).Why Join Us  Opportunity to lead service operations for a fast-growing modular furniture brand.  High ownership role with direct impact on customer experience and business reputation.  Exposure to multi-city operations and senior leadership interaction.