Job Title: Assistant Operations Manager

Department: Operations
Location: Kolkata
Employment Type: Full-Time
Reporting To: Chief Operating Officer

Role Overview

We are seeking a energetic and result-driven Operations Manager to oversee customer experience, service delivery, and revenue optimization. The role involves managing customer support operations, handling escalations, driving conversions, and ensuring a seamless customer journey from onboarding to post-service engagement.

The ideal candidate will combine customer-centric thinking with strong operational control, ensuring high satisfaction, retention, and business growth.

Key ResponsibilitiesCustomer Experience & Service Operations
Oversee end-to-end customer interaction across calls, WhatsApp, and social media channels, ensuring prompt, professional, and empathetic communication.
Establish and enforce response time standards to ensure no customer query remains unanswered.
Monitor quality of customer interactions and implement continuous improvement measures.

Escalation Management & Customer Retention




Take ownership of high-risk and escalated customer issues, ensuring timely and effective resolution to prevent customer churn.
Develop structured escalation handling frameworks and service recovery protocols.
Personally intervene in cases involving dissatisfied or high-value customers to rebuild trust and retain business.
Coordinate with internal teams to ensure root cause analysis and long-term resolution of recurring issues.

Customer Engagement, Conversion & Upselling
Design and implement onboarding processes for current customers, including outbound calls to users who download the mobile application.
Drive conversion of current users into paying customers by promoting services, offers, and discounts.
Identify and implement upselling and cross-selling opportunities during customer interactions to increase revenue.
Monitor customer lifecycle and introduce engagement strategies to maximize repe

📌 Operations Manager Kolkata (India)
🏢 Kolkata Ventures
📍 India