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Manager - Live Operations
India
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Job Description
We are looking for a Manager - Live Operations to lead our front-line operations team and ensure that our product Evermile delivers world-class service to our merchants and partners every day. You’ll manage a team of Operations Associates, oversee all aspects of live operations and customer support, and build the processes, training, and tools that enable our team to scale efficiently.
This role is ideal for someone who thrives in fast-paced environments, loves solving problems in real time, and places the customer first in every decision. You’ll be responsible for ensuring every customer interaction reflects Evermile’s commitment to reliability, care, and operational excellence.
Responsibilities
Customer Support & Experience
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Own Evermile’s customer support function, ensuring timely, empathetic, and effective resolution of issues.
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Champion a customer-first mindset across the operations team, setting the standard for tone, responsiveness, and quality of support.
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Monitor support metrics (e.g., response times, CSAT, NPS) and continuously improve workflows to enhance the customer experience.
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Manage, coach, and develop a team of Operations Associates.
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Design and deliver onboarding and continuous training programs with a focus on customer service excellence.
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Provide regular feedback and instil a culture of accountability, empathy, and problem ownership.
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Drive consistency, efficiency, and scalability across all live operations processes through AI and automation tools.
- Create and maintain Standard Operating Procedures (SOPs) and the operations playbook, embedding customer-first principles.
- Own rota planning and resource allocation to guarantee full coverage during business hours.
Cross-Functional Collaboration
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Partner with other functions (e.g., Customer Success , Sales, Delivery Partners) to ensure smooth delivery operations and outstanding customer outcomes.
- Work closely with Product and Tech teams to identify operational and customer pain points, helping design tools that improve both customer and team experience.
Requirements
5 - 8+ years’ experience in operations, logistics, or customer support, ideally in a startup or high-growth environment.
Excellent verbal and written English communication skills — ability to engage confidently with international clients, with a passion for clear, empathetic customer interactions.
Strong problem-solving and organizational skills, with the ability to stay calm under pressure.
Comfortable using data and metrics to measure both operational performance and customer satisfaction.
Hands-on approach with a willingness to jump into customer conversations when needed.
Nice to Have
Experience in last-mile logistics, delivery, or marketplace operations.
Familiarity with workforce management tools, support platforms (e.g., Intercom, Zendesk), or BI tools.
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