Team Lead - Operations

About IncrediPetsIncrediPets is a fast-growing pet-care company serving pet parents across India with reliable, high-quality pet services. We are scaling rapidly and looking for hands-on operators who lead from the front.Role OverviewWe are hiring a Team Lead - Operations for our Gurugram office (on-site, 6-day work week). You will own day-to-day operations execution and lead a team of operations executives - driving daily task allocation, service quality, TAT/SLA adherence, and escalation resolution. We are looking for someone who can join immediately.Key ResponsibilitiesLead, mentor, and manage a team of operations executives - daily work allocation, attendance, productivity, and performance reviews.Own end-to-end daily operations: scheduling, service fulfilment, and coordination between customers, service partners, and internal teams.Track and improve key operational metrics - TAT, SLA adherence, quality scores, and escalation counts.Handle customer and partner escalations end-to-end and close the loop within defined timelines.Build, document, and continuously improve SOPs; drive process discipline across the team.Prepare and present daily/weekly MIS and operational reports to management.Work cross-functionally with customer support, sales, and city teams to remove bottlenecks.Requirements3-5 years of operations experience, with hands-on team handling experience (leading a team of executives/agents).Strong people-management skills - coaching, performance management, and conflict resolution.Comfortable working 6 days a week from our Gurugram office (fully on-site role).Strong working knowledge of Excel/Google Sheets and MIS reporting.Structured problem-solver with a bias for action and high ownership.Immediate joiners strongly preferred.CompensationCTC up to 6 LPA, commensurate with experience.