Operations & Customer Experience Manager — KOA Living

Operations & Customer Experience Manager

Company: KOA Living

Location: Agra, Uttar Pradesh

Employment Type: Full-time | On-siteExperience: 5–8 years preferredSalary Range: ₹5–7 LPA, depending on experience and capabilityAbout the RoleKOA Living is looking for a highly organized and execution-focused Operations & Customer Experience Manager to take ownership of the complete operational journey of our orders — from planning and production through QC, dispatch, delivery and customer satisfaction.This is an ownership role, not simply a coordination role.The person will work closely with the Directors while coordinating across design, office, production, inventory, QC, packaging and logistics teams.

They will be responsible for ensuring that priorities are clearly communicated, responsibilities are assigned, timelines are followed and problems are identified before they result in delays.We are looking for someone mature enough to take responsibility for execution without requiring constant follow-up from management.Key Responsibilities1. Order ManagementMaintain a master tracker of all KOA Living customer and marketplace orders.Track every order from confirmation until successful customer delivery.Establish internal priorities based on committed delivery dates, inventory and business requirements.Ensure every order has a clear production, QC, packaging and dispatch timeline.Identify orders that are at risk of delay and take corrective action in advance.Maintain complete visibility over pending, in-production, ready-to-dispatch and delivered orders.2. Production Planning & CoordinationCoordinate with production teams regarding daily and weekly production priorities.Monitor production timelines and committed completion dates.Follow up on materials, components, finishing, assembly and other production dependencies.Identify bottlenecks and escalate them before they affect delivery commitments.Coordinate with the design team wherever drawings, specifications or design decisions are required.Ensure production priorities remain aligned with customer orders and inventory requirements.3. Cross-Department Task ManagementAct as the central coordination point between Directors, design, office, production, QC, packaging and logistics teams.Convert management discussions into clearly defined tasks, owners and deadlines.Maintain visibility over important pending tasks.Follow up with responsible team members until tasks reach closure.Identify dependencies between departments.Escalate overdue or blocked tasks with the relevant information and recommended next steps.Ensure important tasks do not get lost between departments.4. QC, Packaging & DispatchCoordinate with QC teams to ensure products are inspected before dispatch.Ensure packaging is completed according to requirements.Coordinate dispatch planning with the office and logistics teams.Track dispatch documentation and shipment readiness.Ensure committed dispatch dates are followed.5. Delivery & Customer ExperienceThe role does not end when an order leaves the factory.The Operations & Customer Experience Manager will also be responsible for ensuring that the customer receives the order successfully and has a satisfactory post-delivery experience.Responsibilities include:Track shipments until final delivery.Monitor delays, failed deliveries or logistics issues.Confirm successful delivery where appropriate.Monitor customer satisfaction after delivery.Coordinate customer complaints and service requirements.Manage internal coordination for damages, breakages, replacements, refunds or other order-related issues.Ensure customer concerns receive timely internal action and resolution.Maintain records of recurring customer complaints.Identify patterns related to production defects, packaging failures or logistics issues.Work with relevant departments to reduce repeat problems.6. Inventory CoordinationMaintain visibility over finished-goods inventory.Coordinate inventory requirements against upcoming sales and marketplace requirements.Highlight products requiring replenishment.Coordinate production priorities for inventory-building requirements.Help maintain accurate visibility between available, allocated and under-production inventory.7. Management ReportingProvide Directors with a structured daily/weekly operational view covering:Orders currently under productionUpcoming dispatchesAt-risk or delayed ordersProduction bottlenecksOverdue internal tasksInventory requirementsOpen customer complaintsReplacement/refund casesDecisions or approvals required from managementThe objective is to give management visibility without requiring Directors to personally chase multiple departments for updates.Candidate ProfileWe are ideally looking for someone who:Has approximately 5–8 years of relevant experience.Has experience in operations, production planning, merchandising, order management or manufacturing coordination.Has worked in furniture, home décor, handicrafts, exports, lifestyle products or another manufacturing environment.Is highly organized and comfortable managing multiple priorities simultaneously.Has strong follow-up and problem-solving capabilities.Can confidently coordinate with senior management as well as factory and production teams.Is comfortable holding people accountable for committed timelines.Can identify problems proactively rather than reporting them after deadlines have already been missed.Has good written and verbal communication skills in English and Hindi.Is proficient in Excel/Google Sheets and comfortable using task-management or ERP systems.Has a strong sense of ownership and responsibility.What Success Looks LikeAt any point, the Operations & Customer Experience Manager should be able to clearly answer:What is happening with each important order?What needs to happen next?Who is responsible for it?What is delayed or at risk?Why is it delayed?When will it be completed?Has the customer successfully received the order and is the issue completely closed?We are looking for someone who takes responsibility for moving work forward rather than simply reporting its status.