Operations Lead

Job Description

Role Purpose

Lead the daily execution of sales, support, and post-sale workflows for the C2C business. Ensure seamless buyer–seller coordination, adherence to SLAs, and operational excellence across all channels.

Key Responsibilities

• Daily Ops Management: Oversee voice and non-voice operations, including inbound/outbound sales calls, lead nurturing (buyer/ seller), and post-sale support.
• Quality Control: Implement QC processes for inspections, documentation, and transaction closures.
• City GTM Playbooks: Create and standardise city-level operating manuals to drive local efficiency.
• Service SLAs: Ensure response and resolution times meet or exceed defined SLAs for all processes including VAS delivery.
• Team Leadership: Manage and mentor Customer Relationship Executives (CREs) for sales and engagement.
• Cross-Functional Coordination: Work with Tech, Marketing, and Product to optimise customer journeys and address operational bottlenecks.
• VAS Delivery: Coordinate with internal/ external VAS team for on-time & quality service delivery.
  
  

• 5–8 years in sales operations, marketplace ops, or customer lifecycle management
• Proven ability to manage large teams in fast-paced environments
• Strong process orientation with a track record in implementing SOPs
• Excellent communication and conflict resolution skills