Operations Leader – Consultations

Operations Leader Consultations

About Sri Mandir

Sri Mandir is one of Indias leading devotional platforms, helping millions of users access spiritual services, rituals, and guidance digitally. We are building high-quality service experiences that combine trust, tradition, technology, and operational excellence.

About the Role

We are looking for an Operations Leader to own and scale our astrologer consultations operations charter. This role will be responsible for ensuring that users receive a reliable, high-quality, and seamless consultation experience across the full journey from booking and scheduling to completion, support, and follow-up.

This is a high-ownership role for someone who enjoys building operating systems, managing service quality, solving ambiguous problems, and working cross-functionally with product, technology, customer support, and service-provider teams.

Key Responsibilities

1. Own End-to-End Consultation Operations

• Manage the complete consultation operations journey, including booking, scheduling, reminders, completion, rescheduling, support, and issue resolution.
• Identify process gaps and build scalable workflows to improve reliability and customer experience.
• Ensure consistent execution across different user segments, languages, time slots, and service providers.

2. Build Scalable Processes and SOPs

• Design and implement SOPs for core workflows such as scheduling, rescheduling, no-shows, delayed sessions, cancellations, escalations, and quality checks.
• Define clear ownership, turnaround times, escalation paths, and operating cadences.
• Continuously improve processes based on user feedback, operational data, and team inputs.

3. Manage Service Provider Operations

• Own service-provider onboarding, capacity planning, availability tracking, and day-to-day coordination.
• Improve utilization, punctuality, reliability, and adherence to service standards.
• Work with training and quality teams to ensure consistent service delivery.

4. Improve Customer Experience

• Ensure users receive clear communication before, during, and after the consultation.
• Reduce avoidable customer friction across scheduling, reminders, joining, support, and follow-up.
• Build processes to handle customer issues quickly, fairly, and consistently.

5. Own Quality and Escalations

• Set up quality monitoring mechanisms using customer feedback, ratings, support tickets, and periodic audits.
• Identify recurring issues and work with internal teams to solve them at the process level.
• Ensure escalations are tracked, resolved, and converted into process improvements.

6. Drive Operating Metrics

• Track and improve key operational metrics such as:
• Booking-to-scheduling conversion
• Scheduled-to-completed conversion
• Session punctuality
• Reschedule and cancellation rates
• Customer satisfaction
• Escalation rate
• Service-provider utilization
• Quality adherence

7. Work Cross-Functionally

• Partner with Product and Tech to improve consultation flows, dashboards, tools, and automation.
• Partner with Customer Support to improve issue resolution and escalation handling.
• Partner with Training and Quality teams to improve service standards.
• Partner with business teams to support scale while maintaining experience quality.

What We Are Looking For

• 610 years of experience in operations, service operations, marketplace operations, customer experience, teleconsultation, edtech, healthcare, wellness, or other high-touch consumer services.
• Strong experience in building processes and operating cadences from scratch.
• Ability to manage large-scale daily operations with multiple moving parts.
• Strong analytical ability and comfort with dashboards, funnel metrics, and operating reviews.
• Experience managing service providers, experts, consultants, vendors, or distributed supply teams.
• Strong customer-first mindset and ability to balance speed, quality, and scale.
• High ownership, bias for action, and comfort with ambiguity.
• Strong cross-functional collaboration skills.

Good to Have

• Experience in consultation-led, appointment-led, expert-led, or service marketplace businesses.
• Experience managing quality audits, call reviews, customer escalations, or service recovery processes.
• Experience working closely with product and tech teams to improve operational workflows.
• Comfort operating in fast-scaling consumer internet or marketplace environments.

Why This Role Matters

This role will help build a reliable and scalable consultation experience for millions of users. The ideal candidate will bring structure to a high-growth service operation and ensure that every user interaction is timely, trustworthy, and high quality.