ESSENCIALS

Operations & Strategy Manager

Company

ESSENCIALS

Position

Operations & Strategy Manager

Location

Bengaluru (HSR Layout)

Experience

4–6 Years

Employment Type

Full-Time

Reporting To

Founder / Business Head

About ESSENCIALS

ESSENCIALS is an IT Infrastructure & Printing Services company that helps businesses convert traditional Capex requirements into predictable Opex through printer, IT product and infrastructure rental solutions.

We are looking for an Operations & Strategy Manager who can work closely with the Founder and take ownership of day-to-day business execution — order fulfilment, service delivery, billing, collections and team coordination.

Role Objective

The primary objective of this role is to take ownership of business execution and reduce the Founder's involvement in day-to-day activities, allowing the Founder to focus on strategic growth, profitability, key accounts, people and the long-term direction of ESSENCIALS.

The person should be comfortable working across operations, customers, vendors, finance coordination and team management.

Key Responsibilities

1. End-to-End Business Execution

Own the execution cycle once a customer confirms business: Order → Procurement → Deployment → Service → Billing → Collection

- Coordinate internally to ensure timely execution of customer orders.
- Ensure commitments made to customers are delivered on time.
- Coordinate between operations, technical, delivery and accounts teams.
- Identify bottlenecks before they become customer escalations.
- Ensure proper documentation and closure of each order.
- Maintain visibility of pending activities and ensure timely follow-up.

2. Customer Management

- Act as the primary operational point of contact for customers.
- Build solid working relationships with customers.
- Ensure customer requests and service issues are tracked to closure.
- Monitor recurring issues and identify their root causes.
- Handle routine customer escalations independently.
- Escalate only strategic or high-impact matters to the Founder.

3. Operations Management

- Oversee day-to-day operational activities.
- Coordinate printer/IT asset deployment, movement and service requirements.
- Monitor service tickets and ensure timely resolution.
- Coordinate with technicians and delivery personnel.
- Ensure asset records, meter readings, service reports and deployment documentation are maintained accurately.
- Monitor operational SLAs and customer commitments.
- Improve operational processes wherever gaps are identified.

4. Collections & Commercial Coordination

- Monitor outstanding receivables along with the accounts team.
- Ensure invoices are raised correctly and on time.
- Follow up with customers for pending payments.




- Track overdue invoices and coordinate resolution of payment issues.
- Maintain visibility of customer-wise outstanding amounts.
- Escalate major or strategically sensitive collection issues to the Founder.

5. Team Coordination & Performance

- Coordinate the day-to-day activities of operations, technical, delivery and support personnel.
- Allocate responsibilities and monitor completion.
- Follow up on pending tasks and commitments.
- Identify performance gaps within the team.
- Help recruit and onboard operational personnel when required.
- Build accountability and discipline within the team.
- Ensure that work does not remain dependent on individual employees.

6. MIS & Business Reporting

Prepare and maintain a simple, actionable operations dashboard covering:

- Monthly revenue
- Rental MRR
- Outstanding receivables
- Customer-wise business
- Service performance
- Pending deployments
- Major operational issues
- Team performance

The objective is not to create reports for the sake of reporting, but to identify problems early and take corrective action.

7. Process & Systems

- Identify areas where ESSENCIALS is overly dependent on manual follow-ups.
- Implement standard processes for operations, customer service, billing and collections.
- Ensure CRM, ticketing, asset management and reporting systems are properly used.
- Build systems that allow the company to scale without increasing founder dependency.
- Continuously identify opportunities for automation and process improvement.

What This Role Is Expected to Own

The successful candidate should gradually become the owner of day-to-day business execution — for example, independently coordinating procurement, logistics, technical deployment, customer coordination, documentation, billing and follow-up for a requirement such as “deploy 10 printers for this customer by Friday,” without the Founder managing each step.

On a customer complaint, the expected first response is ownership — “I will take care of it” — rather than routing it back to the Founder.

Founder / Business Head vs. Operations & Strategy Manager

Founder / Business Head

Operations & Strategy Manager

- Revenue growth
- Order execution
- Profitability
- Day-to-day operations
- Strategic / key accounts
- Customer coordination
- Leadership and senior hiring
- Service coordination
- Business strategy
- Vendor coordination
- Major negotiations
- Collections follow-up
- Strategic partnerships
- Team coordination




- New business verticals
- MIS & reporting
- Long-term company direction
- Process implementation
- Routine problem-solving

Ideal Candidate Profile

We are looking for someone who:

- Has 4–6 years of experience in business operations, execution or coordination roles.
- Has worked in a business where multiple functions had to be coordinated simultaneously.
- Is comfortable dealing with B2B customers and vendors.
- Has robust follow-up and execution skills.
- Can manage people and vendors.
- Can understand numbers and business metrics.
- Is comfortable using CRM, Excel/Google Sheets and business software.
- Has excellent communication skills.
- Can independently solve problems rather than constantly escalate them.
- Has an entrepreneurial mindset and is comfortable working in a growing organisation.
- Is willing to get involved in execution rather than only managing from a desk.

Preferred Background

Experience in any of the following will be advantageous:

- IT infrastructure
- Printer / Managed Print Services
- IT rentals
- Office automation
- B2B technology products
- Facility/asset management
- Corporate services
- B2B equipment rental
- Similar SME/business environments

Personality We Are Looking For

Proactive, accountable, commercially aware, organised, strong at follow-ups, customer-oriented, a problem solver, hands-on, and a team player — someone who takes ownership rather than needing constant instructions.

Key Performance Indicators (KPIs)

The performance of this role will be evaluated on:

- Timely order execution
- Customer complaint resolution
- Service/operational SLA adherence
- Collection follow-up and reduction in overdue receivables
- Team productivity
- Process adherence
- Reduction in Founder dependency for routine activities

What Success Looks Like After 6 Months

Within six months, the ideal candidate should be able to:

- Independently manage day-to-day operations.
- Handle routine customer interactions without Founder involvement.
- Coordinate the internal team effectively.
- Drive routine collections.
- Ensure orders are executed without constant supervision.
- Identify operational problems and solve them proactively.
- Provide the Founder with a transparent weekly business dashboard.
- Escalate only matters that genuinely require Founder-level intervention.

The ultimate objective of this role is to free the Founder from day-to-day execution so he can focus on strategy and growth. It is best suited to someone who wants to grow with the company and take on larger operational leadership responsibilities as ESSENCIALS scales.

Pay: ₹50,000.00 - ₹75,000.00 per month

Benefits:

- Flexible schedule
- Paid sick time
- Paid time off

Work Location: In person

📌 Operations & Strategy Manager (India)
🏢 Essencials
📍 India