Operations and Customer Experience Executive

ROLE OVERVIEW

Laundry Xpress is hiring an Operations & Customer Experience Executive who will work

closely with the Founder and Head Office team to manage and improve day-to-day

operations, customer experience, and branch coordination across multiple locations.

This role is designed as a high-growth, manager-track position. While the initial

responsibilities focus on execution and coordination, the executive will be actively

mentored, trained, and upskilled to take on manager-level ownership over time.

WHAT THIS ROLE IS

• Hands-on execution role with leadership exposure
• Learning-intensive role with founder mentorship
• Clear path to manager-level responsibility

KEY RESPONSIBILITIES (EXECUTIVE LEVEL)

1. Branch Coordination & SOP Execution

• Implement and monitor SOPs across branches
• Support training sessions and compliance tracking

2. Order Intake, Routing & Digital Channels

• Manage orders from website, email, and social media
• Ensure correct branch routing and response timelines

3. Live Chat & Customer Engagement

• Handle live chat inquiries
• Maintain response SLAs and convert leads

4. Customer Feedback & Review Management

• Conduct feedback calls
• Monitor and respond to online reviews

5. Complaint Logging & Escalation Tracking

• Ensure complaints are logged and resolved
• Escalate complex issues

6. Branch Audits & Reporting

• Assist in branch audits
• Prepare monthly reports

7. System Adoption & Data Discipline

• Ensure correct system usage and data accuracy

8. Coordination with Head Office & Tech Team

• Support campaigns, communications, and system tools

MANAGER-LEVEL EXPECTATIONS (WITH SUPPORT)

• Lead audits independently
• Drive SOP improvements
• Handle escalations confidently
• Analyze branch performance
• Support expansion initiatives

REQUIRED PROFILE

• 2–3 years experience in operations or customer service
• Strong communication and ownership mindset
• Comfortable with systems and reporting

Job Type: Full-time

Pay: Rs50,000.00 - Rs55,000.00 per month

Work Location: In person