Head of Service Operations

Company Description SERVIZ, launched by Infervize Home Services Pvt. Ltd. in 2022, is focused on transforming post-purchase experiences for appliance users across India. The company addresses a major gap in reliable appliance service and maintenance by offering repairs, installations, and ongoing support through a network of skilled and trained technicians. Combining technology, talent, and unified service strategies, SERVIZ delivers an automated and disruptive after-sales service experience designed to build trust and extend product lifespan. The organization aims to make appliance care seamless, convenient, and accessible, positioning itself as the preferred partner for post-purchase support nationwide. By joining SERVIZ, team members contribute to making dependable appliance services available to millions of consumers.
Role Description The Head of Service Operations is a full-time, on-site role based in Ranchi, responsible for leading and optimizing SERVIZ’s end-to-end service operations. This role oversees daily service delivery across technician networks, ensures adherence to defined processes, and drives operational efficiency and quality standards. The Head of Service Operations monitors key performance indicators, analyzes operational data, and implements improvements to enhance customer satisfaction and post-purchase experience. Responsibilities include managing and mentoring operations teams, coordinating with technology and business stakeholders, resolving escalations, and aligning service workflows with organizational goals. The role also involves capacity planning, resource allocation, and continuous refinement of service practices to support scalable growth across India.
Qualifications
Strong Service Operations and Service Delivery skills to manage, streamline, and monitor end-to-end service processes.
Operations Management expertise to handle planning, resource allocation, process optimization, and performance measurement.
Advanced Analytical Skills to interpret operational data, identify trends, and implement data-driven improvements.
Focus on Customer Satisfaction with the ability to design and enforce service standards that improve customer experience and retention.
Proven experience in leading operations or service teams, ideally in home services, field operations, or related industries.
Excellent communication, stakeholder management, and conflict resolution abilities.
Strong organizational and decision-making skills, with a track record of handling high-volume, fast-paced environments.
Bachelor’s degree in Business, Operations, Engineering, or a related field; an advanced degree or relevant certifications are a plus.

Work arrangement
No