Team Lead - Marketplace Operations

Job Description

Job Summary:

The Operations – Team Lead (DriveX Direct) will lead a multi-channel team managing the complete customer-to-customer (C2C) transaction flow on the DriveX Direct platform — spanning vehicle QC & listing (non-voice), buyer & seller engagement (voice + digital), and conversion of transactions (Retail & VAS).

The role requires a combination of operational leadership, analytical rigour, and process excellence to deliver seamless customer experiences, drive higher conversion rates, and ensure efficiency across all C2C operations.

Key Responsibilities

• Operational Performance Management
• Oversee day-to-day functioning of QC & Listing, Buyer–Seller Engagement, and Conversion teams.
• Track and optimize key funnel metrics — lead response time, listing activation rate, connect rate, conversion %, and VAS attach rate.
• Ensure smooth coordination between voice and non-voice processes, with accurate data capture in CRM/DMS.
• Manage staffing, shift planning, and queue allocation to maintain SLA adherence and workload balance.
• Conduct daily huddles and weekly reviews focused on quality, productivity, and conversion outcomes.
• Data & MIS Reporting
• Develop and maintain dashboards and Management Information Systems (MIS) for performance tracking across verticals.
• Analyze operational data to identify process bottlenecks, quality gaps, and improvement opportunities.
• Provide actionable insights to Product, Growth, and Tech teams for continuous process and platform enhancements.
• Present weekly and monthly business performance summaries to the C2C leadership team.
• Quality & Team Development
• Drive continuous improvement in QC accuracy, listing quality, and engagement effectiveness.
• Conduct periodic call audits, chat/email reviews, and listing QC checks to maintain process integrity.
• Coach and mentor team members through structured feedback, performance reviews, and skill-building sessions.
• Design and implement SOPs, training modules, and refresher programs to improve operational consistency.
• Customer Experience & Issue Resolution
• Supervise resolution of complex or escalated buyer/seller issues — ensuring fairness, speed, and alignment with DriveX policy.
• Work with Documentation, Inspection, and Finance teams for end-to-end closure of RC transfers, payment releases, or dispute cases.
• Review and refine support materials (scripts, templates, FAQs) for both voice and non-voice workflows to improve customer interactions.
• Maintain a high standard of trust, transparency, and empathy across all customer touchpoints.
  
  

• Experience: 3–6 years in operations, inside sales, or customer lifecycle management; at least 1–2 years in a team-lead role handling both voice and non-voice processes.
• Industry Preference: Automotive, classifieds, fintech, or consumer marketplace environments.
• Languages: Fluency in English & Hindi; Tamil & Kannada will be a strong advantage.
• Tools: Working knowledge of CRM systems (Zoho, Freshdesk, HubSpot, or similar), call management tools, and data analysis software (Excel, Google Sheets, Power BI).
• Strong analytical ability and comfort with performance dashboards.
• Good leadership, coaching, and communication skills with a focus on operational discipline.
  
  

• Listing Activation Rate (%)
• Lead Response Time (LRT)
• Buyer–Seller Connect Rate (%)
• Conversion Rate (Retail & VAS)
• Quality Score / Error Rate (for QC & Listing)
• NPS / CSAT Score
• Attendance & Adherence