Operations Executive - B2C Service Operations

About Spin Cycles

Spin Cycles is a professional laundry and dry-cleaning service based in Bengaluru, operating since 2014. The company serves customers citywide through retail stores, pickup and delivery, customer support, and centralized processing, emphasizing quality, timeliness, excellent customer experience, and technology-driven processes.

Role Overview

This role for an Operations Executive demands a proactive and execution-driven professional experienced in B2C service operations. The person will coordinate the daily operations, manage service issues and escalations, and ensure smooth collaboration among various teams including Customer Support, Stores, Factory, and Logistics to deliver seamless customer service.

Key Responsibilities

• Oversee coordination of daily processes between Customer Support, retail outlets, factory operations, and logistics teams.
• Monitor outstanding orders, possible delays, priority cases, and operational anomalies.
• Guarantee smooth progress of customer orders from collection to final delivery.
• Manage and resolve complex customer escalations involving order delays, garment loss or damage, quality issues, wrong processing, pickup or delivery problems, and other service failures.
• Collaborate with backend teams to identify root causes and implement swift solutions.
• Ensure clear ownership, action plans, and defined timelines for all escalated cases.
• Deliver precise operational status reports to the Customer Support team and persistently follow up on issue resolutions.
• Identify recurring complaints and coordinate preventive corrective measures.
• Supervise turnaround times, order status, and adherence to delivery commitments.
• Assist in daily production and dispatch planning as needed.
• Maintain detailed operational reports and management information systems (MIS).
• Monitor department productivity, pending workloads, and outstanding actions.
• Conduct floor audits to discover process inefficiencies or delays.
• Promptly escalate significant operational concerns to the Operations Manager.
• Support the implementation and enhancement of SOPs and operational processes.

Performance Indicators

• Rate of closure for customer escalations.
• Timeliness in resolving complex service issues.
• Completion of orders as scheduled.
• Reduction in delayed and pending orders.
• Decrease repeat complaints through proactive measures.
• Compliance with turnaround time (TAT) and dispatch schedules.
• Accuracy in MIS reporting.
• Effectiveness in closing assigned actions.
• Adherence to operational SOPs and prompt escalation of critical issues.

Candidate Profile

The ideal candidate will hold 2 to 5 years of experience in operations, preferably within B2C service sectors such as laundry, home services, e-commerce, logistics, food delivery, retail, hospitality, consumer services, or last-mile delivery. They must have a strong background in managing customer escalations, coordinating across multiple teams, and driving problem resolution with ownership and persistence. Proficiency with Excel or Google Sheets and operational reporting is essential. A graduate or diploma holder is preferred.

Skillset and Attributes

• Expertise in B2C service operations and customer escalation management.
• Ability to coordinate across several functional departments efficiently.
• Strong analytical skills for root cause identification and problem solving.
• Competent in operational follow-up and management information systems.
• Proficient communication and time management skills.
• Capability to recover service failures and maintain process discipline.
• Ownership mentality with accountability through issue resolution.

Desired Traits

• Complete responsibility for problem resolution without transferring issues elsewhere.
• Awareness of customer urgency and service standards.
• Ability to maintain calmness and structured handling of complex challenges.
• Regular follow-through until problems are resolved.
• Clear, factual communication and proactive issue identification.
• Comfort working in a dynamic, fast-paced B2C environment.