Key Responsibilities· Design & implement processes and metrics for the Operations team· Support and hand-hold new city teams to help adapt to set processes· Design & implement key ops excellence projects to improve the customer experience · Driving adoption & impact of initiatives by working in close coordination with city teams· Working with product & technology teams to automate the processes and create a sustainable impact on efficiency· Analyze ops metrics and provide key insights into opportunities for improvementKey Skills· First principle problem solving, analytical skills, data-driven focused decision making, excellent project management skills· Stakeholder Management with the field, technology and internal teams· Strongly inclined to do high quality and impactful work in a dynamic environment· A good grasp over handling data and efficiency in working with R/SQL/Excel/Spreadsheets

#Operations Management:· Audit properties to check for revenue inclusion of both OYO and hotel bookings· Inspect properties on a daily basis for proper functioning and adherence to standards· Ensure a great customer experience and minimize customer escalations· Ensure only the right set of hotels are on-boarded#People Management:· Train hotel staff to improve and own CX· Manage relations with owners to ensure transformation changes needed on operational basis· Customer Retention and Relationship building· Conducting Customer Delight Activities