Service Delivery Leader

Role Summary: The Service Delivery Leader will be responsible for overseeing and optimizing the end-to-end service delivery operations for Pepperfry's furniture and furnishing business in India. This role requires a strategic thinker with a strong operational background to ensure customer satisfaction, efficiency, and cost-effectiveness in all service delivery aspects, including logistics, installation, and post-sales support.

Key Responsibilities:
- Develop and implement strategies to enhance service delivery processes and customer experience.
- Manage and lead a team of service delivery professionals, fostering a high-performance culture.
- Oversee the logistics and supply chain operations to ensure timely and accurate delivery of products.
- Collaborate with cross-functional teams (e.g., Sales, Operations, Customer Support) to resolve service-related issues.
- Monitor key performance indicators (KPIs) for service delivery and implement corrective actions as needed.
- Ensure compliance with company policies, safety standards, and regulatory requirements.
- Manage vendor relationships and performance related to delivery and installation services.
- Drive continuous improvement initiatives to optimize operational efficiency and reduce costs.
- Handle escalations and complex customer service issues, providing timely and effective resolutions.
- Stay abreast of industry best practices and emerging trends in service delivery and logistics.