City Manager - Customer Experience

City Manager - Customer Experience

Location: Delhi NCR

Department: Customer Experience

Employment Type: Full-Time

Experience Required: 4–8 Years

Industry Preference: Hospitality / Student Housing / Facility Management / Service Industry / Operations

About the Role

We are looking for a highly proactive, operationally strong, and customer-focused City Manager to oversee service quality, complaint resolution governance, operational audits, and team capability development across all city operations.

The ideal candidate will be responsible for ensuring operational excellence across sites, maintaining premium customer experience standards, driving audit compliance, and ensuring all customer complaints and escalations are resolved within defined TATs.

This role requires a strong blend of operations management, customer handling, quality auditing, escalation management, and team training expertise. The candidate must possess exceptional communication skills, leadership abilities, and a strong ownership mindset to manage city-wide operational quality standards efficiently.

Key Responsibilities

City Operations & Site Quality Management

• Conduct regular operational and quality audits across all properties/sites within the city

• Ensure all sites maintain company-defined operational standards, SOP compliance, hygiene standards, and customer experience benchmarks

• Identify operational gaps, service inconsistencies, and compliance issues through structured audits and inspections

• Prepare detailed audit reports, corrective action plans, and operational improvement recommendations

• Coordinate closely with site teams and operations stakeholders to ensure timely closure of audit findings and operational gaps

• Monitor overall property performance and ensure service consistency across all city locations

• Ensure operational discipline and service quality standards are maintained across the city

Customer Complaint & Escalation Management

• Oversee all customer complaints and escalations across city operations

• Ensure all customer concerns are addressed and resolved within defined TATs

• Personally interact with customers in critical escalation scenarios to ensure effective issue resolution and customer satisfaction

• Maintain strong escalation governance and ensure smooth coordination between support teams, operations teams, and site teams

• Analyze recurring complaint trends and implement preventive and corrective action plans

• Drive a strong customer-first culture across operations and support functions

Team Training & Quality Excellence

• Conduct regular training sessions for customer support teams and site operations staff

• Train teams on SOP adherence, customer communication, escalation handling, professionalism, and service excellence standards

• Develop audit frameworks, quality scorecards, process guidelines, and training modules

• Monitor team performance through audits, reviews, and quality evaluations

• Coach and mentor teams to improve operational discipline and customer interaction quality

• Ensure all teams are aligned with organizational service and operational excellence standards

Required Skills & Competencies

• Customer Experience Management

• Customer Complaint Resolution

• Escalation Management

• Site Audits

• Operations Management

• Quality Assurance

• Team Training & Development

• TAT Management

• Customer Support Operations

• SOP Compliance

• Operational Excellence

• Team Leadership

• Audit Reporting

• Stakeholder Management

• Service Quality Monitoring

Preferred Qualifications

• Bachelor's degree in Hospitality, Business Administration, Operations, or related field

• Experience in Hospitality, PG Operations, Facility Management, Customer Experience, or Operations preferred

• Prior experience in Quality Audits, Customer Escalation Management, or Multi-site Operations Management preferred

Key Performance Indicators (KPIs)

• Audit Compliance Scores

• Complaint Resolution TAT

• Customer Satisfaction (CSAT)

• Escalation Closure Efficiency

• Reduction in Repeat Complaints

• Site Operational Quality Scores

• SOP Adherence Across Properties

• Team Training & Performance Improvement Metrics

What We're Looking For

We are seeking a highly accountable and execution-driven professional who can maintain operational excellence across the city while ensuring superior customer experiences at every touchpoint.

The ideal candidate should be capable of driving operational discipline, conducting detailed site audits, resolving escalations effectively, and building a high-performance service culture across teams and properties.