General Manager - Operations will be a pivotal figure in overseeing and enhancing the operational processes of our B2B service marketplace. This role requires a strong background in B2B operations, including marketplace management, and a proven ability to drive operational excellence while maintaining high client satisfaction.
Primary Responsibilities
- Operational Strategy: Develop and implement strategic plans to optimize service delivery, marketplace performance, and operational efficiency.
- Team Leadership: Lead and mentor a team of operations professionals, fostering collaboration and a high-performance work environment.
- Marketplace Management: Oversee the day-to-day operations of the marketplace, including onboarding vendor partners, managing listings, managing vendors, and ensuring seamless execution.
- Quality Assurance: Establish and maintain quality control standards to meet the client's standards, to ensure a high level of service quality.
- Client Satisfaction: Monitor and improve client satisfaction by addressing client concerns and facilitating effective communication between clients and service providers.
- Resource Allocation: Efficiently allocate and manage resources for operational infrastructure to meet marketplace demands.
- Budget Oversight: Develop and manage operational budgets, monitoring expenses and identifying cost-saving opportunities.
- Performance Metrics: Define and track key performance indicators (KPIs) for the marketplace and report on operational performance.
- Risk Management: Identify marketplace-related risks and develop mitigation strategies to ensure the smooth functioning of the marketplace.
- Regulatory Compliance: Ensure the marketplace's compliance with industry-specific regulations, quality standards, and legal requirements.
- Process Documentation: Create and maintain detailed operational procedures for the marketplace and service provider onboarding.
Desired Skills & Qualifications
- Graduation from Tier 1 Institutions ( IITs/NITs) preferred)
- 710 years of proven experience in B2B operations, field operations (such as on-ground workforce deployment, territory management, vendor onboarding, service fulfillment, and quality audits), vendor management, and gig workforce operations, with strong negotiation and decision-making skills.
- Excellent analytical, problem-solving, and communication abilities.
- Strong leadership skills with experience managing diverse and distributed teams, including on-ground workforce and partner networks.
- Proficient in Microsoft Office Suite and familiar with marketplace management and field operations tools.
- Ability to multitask, adapt, and perform effectively under pressure in a dynamic and fast-paced business environment.
