Operations Executive – B2C Service Operations

Company: SPIN CYCLES Laundry Solutions

Location: Bengaluru-whitefield

Employment Type: Full-time

Department: Operations

Reporting To: Operations Manager / General Manager

About SPIN CYCLES

SPIN CYCLES is a Bengaluru-based professional laundry and dry-cleaning company serving customers across the city since 2014.

We operate through retail stores, pickup & delivery operations, customer support teams and centralized processing facilities, with a strong focus on quality, timely service, customer experience and technology-enabled operations.

Role Summary

We are looking for a proactive and execution-focused Operations Executive with strong experience in B2C service operations.

The role will be responsible for coordinating daily operations, tracking service issues, resolving complex customer escalations and ensuring smooth coordination between Customer Support, Stores, Factory, Logistics and other backend teams.

This role requires strong ownership, follow-up, problem-solving and the ability to drive issues to complete closure.

Key Responsibilities

Coordinate day-to-day operations across Customer Support, Stores, Factory and Logistics.
Track pending orders, delays, priority cases and operational exceptions.
Ensure customer orders move smoothly from pickup through processing to final delivery.
Handle and coordinate complex customer issues requiring backend operational support.
Take ownership of escalations involving:
Delayed orders
Missing garments
Garment damage
Quality concerns
Incorrect processing
Pickup / delivery issues
Other service failures
Work with relevant backend teams to identify the root cause and resolve issues quickly.
Ensure every escalated case has a clear owner, action plan and closure timeline.
Provide accurate operational updates to the Customer Support team.
Follow up continuously until customer issues are fully resolved.
Track recurring complaints and coordinate corrective actions to prevent repetition.
Monitor turnaround time, order status and delivery commitments.
Support daily production and dispatch planning where required.
Maintain accurate daily operational reports and MIS.
Track department-wise productivity, pending work and action items.
Conduct operational floor checks and highlight process gaps or delays.
Escalate critical operational issues to the Operations Manager on time.
Support implementation of SOPs and process improvements.

Key KPIs

Performance will be measured on:

Customer Escalation Closure Rate
Complex Issue Closure TAT
On-time Order Completion
Delayed Order Reduction
Pending Case Reduction
Repeat Complaint Reduction
TAT Compliance
Dispatch / Delivery Adherence
MIS Accuracy
Action Closure Rate
SOP Compliance
Timely Escalation of Critical Issues

Candidate Profile

2–5 years of experience in operations or customer/service operations.
Experience in a B2C service-based industry is highly preferred.
Strong experience handling customer escalations and service-related issues.
Ability to coordinate effectively with multiple backend departments.
Strong follow-up and ownership mindset.
Comfortable working in a fast-paced, high-volume operational environment.
Good working knowledge of Excel / Google Sheets and operational reporting.
Graduate / Diploma preferred.

Candidates from the following industries will be preferred:

Key Skills

B2C Service Operations
Customer Escalation Management
Cross-functional Coordination
Problem Solving
Root Cause Analysis
Operations Follow-up
MIS & Reporting
Communication
Time Management
Service Recovery
Process Discipline
Ownership & Accountability

What We Are Looking For

We are looking for someone who:

Takes complete ownership of an issue until final closure.
Does not simply forward problems to another department.
Understands customer urgency and service expectations.
Can coordinate confidently with multiple backend teams.
Follows up consistently until actions are completed.
Identifies delays and problems early.
Communicates clearly and provides accurate updates.
Can remain calm and structured while handling complex cases.
Uses data and facts to identify root causes.
Works comfortably in a fast-moving B2C service environment.

Operational Specialist