Senior Manager - Service Operations & Customer Experience

About the Role

At Cult sport, we aren't just selling fitness equipment; we are building an ecosystem that empowers people to live better. We are looking for a strategic and operationally-driven Senior Manager /AD of Service Operations & CX to own the end-to-end post-purchase journey for our D2C and B2B business verticals.

This is a high-impact leadership role. You will be responsible for transforming our service arm into a premier brand differentiator and a profitable business unit. You will oversee a diverse team of office professionals, in-house technicians, and an extensive network of vendor partners across India.

Key Responsibilities

• Service Business Strategy: Design, launch, and scale revenue-generating service products, including Annual Maintenance Contracts (AMC), extended warranties, and value-added services for both D2C and B2B segments.
• Omnichannel CX Excellence: Create a seamless and delightful service experience for customers across all sales channels, ensuring that "Service by Cult" becomes a reason for brand preference and customer loyalty.
• Large-Scale Operations Management: Lead and mentor a multi-tiered team of 25+ office staff and 20+ technicians, while managing the performance and quality of 50+ third-party service vendors.
• B2B Partnership Success: Own the Preventive Maintenance Service (PMS) framework for our commercial gym partners (own gyms, franchises, and third-party gyms), ensuring industry-leading equipment uptime and service reliability.
• Process Innovation: Build and implement technology-driven workflows to automate service scheduling, feedback loops, and proactive maintenance, moving from a reactive to a predictive service model.
• Vendor Ecosystem Growth: Standardize quality protocols and training programs for our partner network to ensure consistent, high-quality "Cult-standard" service delivery nationwide.

Who You Are

• Experienced Leader: You have 8+ years of experience in service operations, field service management, or customer experience, with a proven track record of managing large, distributed teams.
• Strategic Thinker: You don't just solve tickets; you build systems. You understand how to turn a cost center into a profit center through AMC and service-led growth.
• Operational Powerhouse: You are comfortable managing complex logistics, vendor SLAs, and a high volume of on-ground service requests without compromising on quality.
• Customer-Obsessed: You have a passion for creating "wow" moments and believe that exceptional service is the ultimate marketing tool.
• Educational Background: MBA from a premier institute (Tier 1/2) is preferred.