Assistant Manager – Customer Care Operations

Company Overview

Powerhouse91 (PH91 Consumer Goods India Pvt Ltd) is a dynamic consumer goods company operating two D2C brands — Azah (menstrual care, hygiene & wellness) and Slovic (fitness). The company sells across multiple platforms including Amazon, Flipkart, Nykaa, quick-commerce platforms, and its own websites. The organization fosters a growth-oriented culture with a focus on evidence-based decision-making and customer-centricity.

Job Summary

The Assistant Manager – Customer Care Operations will oversee the end-to-end customer care functions for Powerhouse91’s brands. This role involves managing both in-house and outsourced contact center teams, ensuring high-quality customer service, adherence to SLAs, and continuous process improvement. The individual will act as the primary point of contact for vendor management, team building, training, and operational excellence, contributing directly to customer satisfaction and brand reputation.

Responsibilities

• Vendor Management
  • Serve as the single point of accountability for outsourced partner performance.
  • Enforce SLA/TAT metrics, conduct weekly performance reviews, and validate vendor-reported data.
  • Conduct regular audits, calibration sessions, and sign off on new agents before they go live.
  • Manage invoice validation, capacity planning, and vendor renewal negotiations.
• Team Building, Training & Performance
  • Design and implement the team structure, including shifts, rosters, and leave policies.
  • Hire, onboard, and train customer care executives for both brands.
  • Develop and execute training programs on product knowledge, brand tone, objection handling, and escalation management.
  • Manage individual performance plans, conduct monthly reviews, and address attrition.
• Inbound Operations
  • Oversee inbound customer interactions via email, voice, WhatsApp, and marketplace seller queues.
  • Ensure timely resolution of tickets, adherence to escalation protocols, and maintenance of a comprehensive knowledge base.
  • Manage public escalations on social media, reviews, and forums, coordinating with marketing as needed.
• Outbound Campaigns
  • Plan and execute outbound customer engagement initiatives such as NPS/CSAT surveys, return reason capture, proactive delivery follow-ups, and win-back calls.
  • Train teams on scripts and monitor daily targets for outreach activities.
• MIS & Review Discipline
  • Own the daily, weekly, and monthly reporting dashboards.
  • Analyze data to identify recurring issues, flag themes, and coordinate with relevant functions for resolution.
  • Ensure accuracy and timeliness of reports, and use insights to improve operations.

Qualifications

• Experience: 4–7 years in contact center/customer care operations, with BPO background strongly preferred.
• Technical Skills:
  • Hands-on experience managing outsourced vendors, SLAs, scorecards, audits, and escalations.
  • Direct management of 5+ team members, including hiring, training, and performance reviews.
  • Deep understanding of contact center mechanics: AHT, occupancy, shrinkage, abandon rate, FCR, schedule adherence, quality calibration.
  • Proficiency with helpdesk/CRM platforms (e.g., Freshdesk, Zendesk, Gorgias, Zoho Desk).
  • Experience with cloud telephony systems (e.g., Exotel, Knowlarity) and WhatsApp Business API tools (e.g., WATI, Interakt).
  • Strong Excel/Google Sheets skills: pivots, lookups, reporting.
  • Fluent in English and Hindi (spoken and written).
• Educational Qualifications: Not specified, but typically a Bachelor's degree in relevant fields.

Preferred Skills

• Experience transitioning processes between BPO vendors.
• Exposure to D2C, e-commerce, retail, or consumer brands.
• Familiarity with Amazon Seller Central and Flipkart Seller Hub response protocols.
• Quick-commerce operations experience (e.g., Blinkit, Zepto, Instamart).
• Six Sigma / Lean Green Belt or equivalent certification.

Experience

• 4 to 7 years of relevant experience in contact center or customer care operations.
• Prior BPO experience, either working within or managing an outsourced partner, is strongly preferred.

Environment

• Location: Head Office, Gurugram (on-site).
• Work Setting: Hybrid model with in-house team and outsourced vendor support.
• Conditions: Floor-management role requiring active supervision, call listening, and real-time problem resolution.

Salary

Not specified.

GrowthOpportunities

• Full ownership of the customer care function from day one.
• Clear pathway to managerial roles within the organization.
• Opportunity to work directly with company founders and influence brand reputation.

Benefits

Not specified.