Head - Operations

Operations Manager – Home Services Company: TSD Solutions Pvt. Ltd. (The Screwdriver)

Location: Raipur, Chhattisgarh

Experience: 1–8 Years

Employment Type: Full-Time

Job Summary:-We are looking for a highly driven Operations Manager to lead and manage end-to-end service operations for The Screwdriver in Raipur. The role involves handling vendor networks, field operations, customer experience, and team management, ensuring seamless execution of all service requests.

The candidate will be responsible for driving operational efficiency, maintaining service quality, and ensuring timely service delivery.

Key Responsibilities:- Operations Management .Manage complete service lifecycle: booking → assignment → execution → closure

• Ensure timely service delivery and adherence to defined TAT
• Monitor daily operations (bookings, completions, cancellations, delays)
• Vendor Management.Onboard and manage plumbers, electricians, carpenters, and other service professionals
• Ensure vendor availability across different areas of Raipur
• Monitor vendor performance and maintain service quality standards
• Handle vendor escalations and payout coordination
• Process & Performance Management.Develop and implement SOPs for operational efficiency
• Track key metrics such as service completion rate, complaints, and customer ratings
• Improve processes to reduce delays, cancellations, and rework
• Customer Experience.Ensure high customer satisfaction and service quality
• Handle escalations and critical customer issues
• Maintain strong service ratings and repeat customer base
• Team Management.Lead and manage operations and vendor executives
• Set daily targets and monitor team performance
• Train and guide team members for better efficiency
• Cost & Profitability.Control operational costs and vendor payouts
• Optimize per-order profitability
• Minimize losses due to service failures or inefficiencies
• Key Performance Indicators (KPIs)Service Completion Rate
• Customer Rating (Target: 4.5+)
• Complaint Ratio
• Vendor Utilization
• Cost per Order
• Repeat Customer Percentage
• Candidate Profile:-Qualification-Graduate (MBA preferred)
• Experience4–8 years in Operations / Field Operations / Service Industry
• Experience in vendor or technician management is mandatory
• Skills Required.Strong operations & execution capability
• Vendor management & team handling
• Problem-solving and decision-making
• Data-driven approach (MIS, reporting)
• Customer handling & escalation management
• Preferred Industry Background-Home Services / Facility Management
• E-commerce / Logistics / Last-Mile Operations
• Telecom / Field Operations
• Maintenance / AMC Services