Job DescriptionThe AVP – Operations will lead end-to-end operations across a cluster of city. This role is responsible for driving operational excellence, customer experience, revenue enablement, and people leadership across multiple centers at scale. The incumbent will act as a strategic partner to business, sales, and central teams, ensuring SOP adherence, cost optimization, and sustainable growth while strengthening the Awfis community and culture.

NKey Responsibilities

n1. Operational Excellence & Governance

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- Own operations across multiple cities / large portfolios, ensuring 100% adherence to Awfis SOPs, policies, and compliance standards.
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- Drive process standardization, audits, and continuous improvement initiatives to enhance efficiency and service quality.
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- Ensure best-in-class standards for health, safety, hygiene, cleanliness, and security across all centers.
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- Oversee pre-opening, stabilization, and steady-state operations of new centers as per defined guidelines.
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n2.

Customer

Experience & Retention

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- Champion a customer-first mindset, ensuring consistently superior member experiences across all locations.
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- Track and improve customer satisfaction metrics, reduce churn, and proactively address escalations.
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- Partner with central CXand product teams to translate customer insights into operational enhancements.
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n3. People Leadership & Capability Building

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- Lead, mentor, anddevelop Cluster Managers, Area Managers, and Community Leadership teams.
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- Drive talent planning, hiring, onboarding, performance management, and succession planning.
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- Build a high-performance culture focused on ownership, collaboration, and continuous learning.
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n4. Revenue Enablement & Cost Management

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- Enable revenue growth by supporting alliances, partnerships, and upsell/cross-sell opportunities in collaboration with Sales and BD teams.
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- Own regional P&L; hygiene, including cost controls, vendor optimization, and productivity improvements.
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- Monitor center-level and regional financial performance to ensure profitability and scalability.
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n5. Community Building & Brand Representation

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- Strengthen the Awfis community by driving engagement initiatives, member events, and knowledge-sharing forums.
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- Act as a senior brand ambassador for Awfis with enterprise clients, partners, and external stakeholders.
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- Ensure consistent cultural adoption of Awfis values across all teams and centers.
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n6. Strategic Planning & Cross-Functional Collaboration

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- Translate business strategy into operational execution at scale.
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- Collaborate closely with Sales, Real Estate, Design, Projects, Finance, HR, and Central Operations teams.
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- Provide data-driven insights and periodic reviews to leadership on operational performance, risks, and opportunities.
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nTeam Onboarding & Readiness

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- Structured induction into Awfis business model, SOPs, and operational playbooks.
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- Planned exposure acrossall Operations sub-functions to build holistic understanding.
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- Deep immersion into pre-opening, scale-up, and stabilization frameworks.
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nIdeal Candidate Profile

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- Leadership: Senior operations leader with strong people, stakeholder, and change management capabilities.
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- Customer Orientation: Proven track record of delivering exceptional customer experiences at scale.
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- Business Acumen: Strong understanding of P&L;, cost management, and revenue enablement.
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- Execution Excellence: Deep belief in process discipline, governance, and operational rigor.
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- Communication: Excellent verbal, written, and presentation skills.
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- Growth Mindset: Curious, adaptive, and driven to continuously upgrade skills and knowledge.
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nEligibility Criteria

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- Experience: 10–12+ years of overall experience, with at least 2 years of stability in one organization.
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- Leadership Exposure: Prior experience as Account Manager / Key Account Manager with IPCs
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- Revenue Scale: Managed annual revenue of INR 75+ million or equivalent portfolio size.
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- Educa: MBA preferred.
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- Skills: Solid proficiency in MS Office;

ability to analyze dataand present insights.

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- Language: Proficiency in local language(s) preferred.
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- Community Orientation: Prior involvement in community initiatives or engagement-led environments is a plus.
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