Qdigi | General Manager/AVP (Service Ops and Account Lead)

Onsitego

Posted: 2 months ago
Openings: 10
Applicants: 0

Job Description

Job Purpose:

You will be responsible for driving business growth by onboarding new brand partners and managing them end-to-end, while also further developing relationships with allocated existing brands/OEMs. The role includes overseeing service operations across a network of franchise partners as well as company-owned service centers and field teams handling Home Appliances (HA) and digital devices. The position requires ensuring high-quality repair services, SLA adherence, and operational efficiency across service locations PAN India, while building strong partnerships with existing brands and OEMs.

Roles and Responsibilities:

Identify and develop new business opportunities with OEMs, retailers, and distribution partners for authorized service partnerships.

Build and manage strategic relationships with key brand clients.

Lead commercial discussions, contract negotiations, and onboarding of new service partnerships.

Drive revenue growth and profitability across service operations.

Oversee day-to-day operations of authorized service centers for assigned brands.

Managing service operations and ensuring KPI achievements for franchisee partners as well as company-owned service centers.

Ensure adherence to service KPIs, SLAs, TAT, and quality standards defined by brand partners.

Monitor productivity, service quality, and customer satisfaction metrics, and implement improvements.

Support planning and warehousing teams with adequate strategic inputs to manage inventory of spare parts and other infrastructure.

Establish standardized operating procedures and ensure compliance with OEM and internal audit requirements.

Track operational and financial performance, including cost control and margin improvement.

Build a high-performance culture with strong ownership, accountability, and customer focus.

Mentor and develop team members within operations and business teams.

Desired candidate profile:

10+ years of experience in after-sales service, repair operations, or service network management in consumer electronics, mobile, or home appliances industry.

Proven experience in business development and managing OEM relationships.

Strong understanding of authorized service center operations, SLAs, and warranty processes.

Demonstrated ability to scale operations and drive profitability.

Strong leadership, negotiation, and stakeholder management skills.

Demonstrated proficiency in Microsoft Office applications and specifically Microsoft Excel

Experience: 10+ years

Qualification:

Bachelor s degree in management of relevant field

MBA preferred