Sr. Manager - Aftersales Operations

Badshahpur, Gurugram
Full Time
About Us
Noise was built on a simple belief: India can build world-class consumer tech. Founded in 2014 by Amit Khatri and Gaurav Khatri, Noise began with a mission to democratize connected technology for every Indian. Today, we are India's #1 smartwatch brand and #2 in TWS audio, with 40M+ users — and now backed by Bose as a strategic investor.
Noise's journey of innovation and impact has earned recognition both nationally and globally, with prestigious honours including the Economic Times Startup Award (2022), Forbes Leadership Awards (2023), Red Dot Design Award (2024), and Mobile India Awards (2025).
The next phase is sharper: building a globally relevant, AI-native company where every function compounds leverage, not headcount.
Join us as we continue to shape the sound of tomorrow!
Your Will Be's
We are looking for an experienced and hands-on Senior Manager – Aftersales Operations to own and drive the end-to-end Repair, Replacement, QC, Product Testing and Dispatch Operations across Audio, Wearables and other consumer electronics categories. The role will be responsible for ensuring that products received through customer returns, service centres, warehouses and other channels are accurately received, inspected, tested, repaired/replaced where applicable, dispositioned and dispatched within defined TATs, along with management of spares and inventory through the OMS platform. The individual will work closely with Customer Experience, Warehouse, Inventory, Logistics, Quality, Product, Technology and external service partners to ensure seamless execution of the aftersales lifecycle. This role requires a strong combination of operations management, technical understanding, QC expertise, inventory discipline, data analysis, process improvement and people leadership.
End-to-End Repair & Replacement Operations
Own the complete repair and replacement lifecycle from receipt of returned/defective products to final closure.
Define and manage processes for product receiving, physical verification, serial number validation, QC inspection, functional testing, repair assessment, replacement approval, product disposition, inventory reconciliation and final dispatch through CRM.
Establish clear SOPs and process controls to minimize leakage, delays, wrong replacements and incorrect dispositions.
Ensure replacement products are dispatched within committed customer TAT.
Product QC & Testing – Audio, Wearables & Other Categories
Own pre-dispatch and post-return QC/testing for Audio, Wearables and other consumer electronics categories.
Define category-wise testing protocols and checklists for TWS/Earbuds, Headphones/Neckbands, Speakers/Audio products, Smartwatches/Smart Bands, Power Banks and other electronic accessories and NPD categories.
Ensure complete functional testing before replacement dispatch, refurbishment, restocking, repair closure or customer shipment.
Build testing parameters covering battery performance, charging, Bluetooth/pairing, audio output, microphone, touch/buttons, sensors, display, connectivity, app synchronization, physical condition, accessories and packaging.
Ensure products failing QC are correctly segregated and do not enter saleable/replacement inventory.
Continuously improve testing methodology based on emerging customer complaints and product defect trends.
Replacement Product Dispatch Management
Own replacement dispatch readiness and ensure only QC-approved products are dispatched.
Maintain controls around product model, SKU, serial number, colour/variant, product condition, accessories and packaging.
Coordinate with Warehouse and Inventory teams to ensure replacement stock is available and accurately reflected in the system.
Establish daily dispatch plans based on ageing and customer commitment.
Track pending replacement cases and ensure there are no avoidable ageing cases.
Identify bottlenecks causing delays in replacement dispatch and implement corrective actions.
TAT Management
Own and monitor end-to-end aftersales TAT across receiving, QC, repair, replacement and dispatch.
Define stage-wise TATs and SLAs for product receiving, QC inspection, technical testing, repair assessment, replacement approval, inventory allocation and dispatch.
Maintain daily ageing dashboards and ensure cases crossing SLA are immediately escalated.
Drive a culture of zero avoidable ageing within the team.
Identify root causes of TAT breaches and implement preventive measures.
Publish daily/weekly TAT performance reports to senior leadership.
Key TAT Metrics tracked: Overall Repair TAT, Replacement TAT, QC TAT; Receiving-to-QC TAT, QC-to-Dispatch TAT; Average Ageing, Cases > SLA; First-Time-Right QC %, Dispatch SLA adherence %.
Returns & Reverse Logistics Management
Own the operational strategy for products returning from customers, service centres, marketplaces and other channels.
Analyse return volumes and identify major drivers.
Ensure returned products are correctly classified into Repairable, Replaceable, NTF/No Trouble Found, Physical Damage, Liquid Damage, Manufacturing Defect, Refurbishable, Scrap/Non-recoverable and Restockable.
Ensure proper disposition and system closure of every returned unit.
Work with Logistics and Warehouse teams to reduce reverse-logistics TAT and cost.
Root Cause Analysis & Defect Reduction
Analyse product return and QC data to identify recurring product and process failures.
Build RCA dashboards covering top complaint reasons, top defective SKUs, product/category-wise failure rates, NTF %, repeat failure %, repair failure %, QC rejection %, replacement rate and return rate.
Partner with Product, Quality, Engineering and NPD teams to identify systemic product issues.
Convert customer complaint data into actionable product improvement recommendations.
Track corrective and preventive actions until closure.
Identify opportunities to reduce unnecessary replacements, repairs and returns.
Customer Experience Partnership
Work closely with Customer Experience / Customer Service leadership to ensure operational issues do not negatively impact customer experience.
Create clear escalation mechanisms between CX and Aftersales Operations.
Ensure customer commitments made by CX teams are operationally achievable and tracked.
Provide CX teams with accurate visibility on product availability, repair status, replacement status, QC status, dispatch status and expected TAT.
Support CX escalations involving delayed repairs, replacement delays, product quality concerns and exceptional cases.
Warehouse & Inventory Management
Partner closely with Warehouse and Inventory teams to maintain 100% stock accuracy for repair and replacement inventory.
Ensure proper segregation of fresh stock, replacement stock, returned stock, repairable stock, refurbished stock, QC hold stock, defective stock and scrap stock.
Monitor physical vs system inventory reconciliation.
Ensure no product is dispatched without appropriate system and QC clearance.
Minimize inventory ageing and unidentified inventory.
Establish controls for serial-number-level inventory tracking.
Team Management & Leadership
Lead and manage QC Engineers, QC Specialists, Inventory Associates and Aftersales Operations Associates.
Define manpower requirements based on business volumes and workload.
Hire, train, coach and develop team members.
Establish individual and team-level performance KPIs.
Conduct regular performance reviews and provide structured feedback.
Manage daily manpower planning and workload allocation.
Ensure adequate staffing during peak periods and product launches.
Build technical capability within the QC team through regular training and certification.
Establish accountability at individual process stages.
Process Excellence & Automation
Continuously identify opportunities to simplify and automate aftersales processes.
Work with Technology/Product/Engineering teams to improve RMS and internal systems.
Drive automation for product receiving, serial number validation, QC status, inventory movement, repair tracking, replacement allocation, dispatch readiness, TAT alerts, ageing alerts and reporting dashboards.
Eliminate manual trackers wherever system-based solutions are feasible.
Develop robust SOPs, process maps, escalation matrices and control mechanisms.
Cost Management
Identify opportunities to reduce the cost of repairs, replacements, reverse logistics, packaging, inventory handling, manpower, refurbishment and scrap.
Monitor cost per return, cost per repair and cost per replacement.
Reduce unnecessary replacements through better diagnosis and testing.
Improve recovery from returned products through refurbishment/restocking wherever commercially and operationally viable.
Track savings generated through process improvement initiatives.
Escalation & Exception Management
Own critical operational escalations related to delayed replacements, delayed repairs, QC disputes, wrong product dispatch, inventory mismatch, repeated product failures, customer escalations and partner/service-centre disputes.
Establish an escalation matrix with clear ownership and resolution timelines.
Ensure high-priority cases rece

Work arrangement
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