Business Operations Manager – Customer Experience & Team Management

• *About the Role**

We are looking for a mature, proactive and result\-oriented Business Operations Manager who can independently manage day\-to\-day business coordination, customer escalations, employee matters, departmental communication and internal processes.

The person will act as the central coordination point between the Director, employees, customers and all departments.

This is a management position, not a routine administrative or assistant role.

The selected candidate will be responsible for ensuring that

• Customer issues are addressed promptly and professionally.
• All departments work together effectively.
• Employees understand their responsibilities and remain accountable.
• Work is completed within agreed timelines.
• Company policies and standard operating procedures are followed.
• Work\-from\-home employees are monitored effectively.
• Routine operational decisions are handled independently.

The ideal candidate should be confident in handling people, solving problems, making decisions and managing multiple responsibilities without requiring constant supervision.

• *Key Responsibilities1\. Business Operations \& Departmental Management**

• Oversee and coordinate the day\-to\-day functioning of all departments.
• Coordinate with Sales, Administration, Accounts, Reservations and Operations.
• Ensure smooth communication and information flow between departments.
• Monitor daily, weekly and monthly departmental activities.
• Ensure that employees complete assigned tasks within deadlines.
• Follow up on pending work and resolve interdepartmental coordination issues.
• Conduct regular departmental meetings and review operational progress.
• Identify bottlenecks and ensure that issues are resolved.
• Ensure that all departments follow company policies and approved processes.
• Prepare regular operational updates for the Director.

• *2\. Customer Experience \& Escalation Management**

• Handle customer complaints and escalated service\-related matters.
• Take ownership of customer issues arising before, during and after tour bookings.
• Coordinate with Sales, Reservations and Operations to resolve customer concerns.
• Handle sensitive customer situations professionally and calmly.
• Ensure that customers receive timely responses and appropriate resolutions.
• Monitor recurring complaints and identify the underlying reasons.
• Maintain an escalation and resolution tracker.
• Ensure that customer service standards are consistently maintained.
• Recommend improvements to the customer experience and booking process.

• *3\. Employee Management \& Workplace Coordination**

• Monitor employee attendance, punctuality, discipline and workplace conduct in coordination with Admin/HR.
• Ensure employees understand their roles, responsibilities and reporting structure.
• Address routine employee concerns and workplace issues.
• Handle internal coordination problems and employee conflicts.
• Monitor task allocation and employee productivity.
• Ensure that employees follow company policies and procedures.
• Conduct regular one\-to\-one discussions with employees.
• Coordinate with Admin/HR regarding leave, attendance, documentation and employee records.
• Identify employees requiring additional guidance, support or corrective action.
• Maintain confidentiality when dealing with employee\-related matters.

• *4\. Performance Monitoring \& Employee Reviews**

• Establish and monitor departmental and employee\-level KPIs in consultation with department heads.
• Conduct monthly performance reviews.
• Review departmental productivity, task completion and pending activities.
• Identify performance gaps and discuss corrective measures with employees.
• Ensure that department heads provide timely performance updates.
• Track employee improvement plans where required.
• Recognise good performance and recommend employee development opportunities.
• Share significant performance concerns and recommendations with the Director.

• *5\. Work\-from\-Home Employee Monitoring**

• Monitor employees working remotely through defined task trackers and reporting systems.
• Ensure daily and weekly work updates are submitted.
• Monitor task completion, deadlines, productivity and communication.
• Coordinate with relevant department heads to address performance issues.
• Ensure remote employees remain connected with the rest of the organisation.
• Identify delays, communication gaps and productivity concerns.

• *6\. Itinerary, Calendar \& Internal Information Management**

• Monitor changes to tour itineraries, departure calendars and business schedules.
• Ensure approved updates are communicated to all relevant departments.
• Coordinate with Sales and Operations when tour\-related information changes.
• Ensure internal calendars, booking information and operational documents remain updated.
• Ensure employees have access to the correct and latest information.
• Prevent communication gaps caused by outdated documents or incomplete updates.
• Coordinate the preparation and distribution of internal announcements.

• *7\. Training, Employee Knowledge \& Development**

• Identify training requirements across departments.
• Coordinate employee onboarding and internal training sessions.
• Ensure employees understand company products, tour processes and service standards.
• Arrange regular knowledge\-sharing sessions.
• Ensure employees receive updates about new tours, destinations, policies and operational changes.
• Maintain training records and employee knowledge documentation.
• Identify skill gaps and recommend suitable training or development initiatives.

• *8\. Office Administration, Systems \& Infrastructure**

• Monitor the overall condition and functioning of the office.
• Ensure computers, laptops, phones, internet connections and other office equipment are maintained.
• Coordinate the creation and allocation of official email accounts and business contact numbers.
• Maintain records of company\-issued devices, SIM cards, accounts and access permissions.
• Monitor office maintenance, repairs and equipment requirements.
• Coordinate with vendors and service providers.
• Ensure office resources are used responsibly.
• Work with Admin/HR to maintain a professional, organised and productive workplace.

• *9\. Process Improvement \& Business Development Support**

• Identify operational inefficiencies and suggest practical solutions.
• Develop and improve internal processes, SOPs, checklists and reporting systems.
• Recommend improvements in employee productivity and departmental coordination.
• Identify recurring operational problems and ensure corrective action.
• Support the Director in implementing business priorities and internal improvement initiatives.
• Prepare reports highlighting operational challenges, risks and improvement opportunities.
• Take ownership of assigned business improvement projects.

• *Required Experience \& Qualifications**

• 6–10 years of professional experience in Business Operations, Operations Management, Administration Management, Hospitality, Travel \& Tourism, Aviation, Automobile, Retail or a service\-oriented organisation.
• Minimum 3 years of experience in team management, employee supervision or cross\-functional coordination.
• Graduate degree in Business Administration, Management, Hospitality or a related discipline.
• MBA or relevant management qualification will be an advantage.
• Proven experience handling customer escalations and employee\-related issues.
• Experience managing multiple departments, teams or business functions.
• Good understanding of business operations, reporting, performance monitoring and process improvement.
• Strong knowledge of Google Workspace, Google Sheets, Microsoft Excel, email and CRM systems.

• *Preferred Candidate Background**

Candidates with experience in the following industries will be preferred:

• Travel and Tourism
• Hospitality and Hotel Management
• Aviation and Airline Operations
• Automobile Dealerships and Service Operations
• Retail and Customer Service
• Business Process and Service Management

Candidates from other industries with strong business operations and people\-management experience are also welcome.

• *What We Expect From You**

We are looking for someone who

• Takes ownership instead of waiting for instructions.
• Can manage people confidently and professionally.
• Can handle difficult customers and employees with maturity.
• Does not depend on the Director for every routine decision.
• Can coordinate multiple departments effectively.
• Is organised, systematic and accountable.
• Can identify problems and implement solutions.
• Maintains confidentiality and professional ethics.
• Is comfortable working in a growing business environment.
• Is willing to take responsibility for outcomes, not just activities.

• *What We Offer**

• An important management position with direct access to the Director.
• Opportunity to lead and coordinate a team of 15–25 employees.
• An opportunity to improve and develop business systems and processes.
• A professional and growth\-oriented working environment.
• Salary between ₹6,00,000 and ₹8,40,000 per year, based on experience and suitability.
• Performance\-based growth opportunities.

• *Application Instructions**

Interested candidates should apply with an updated resume highlighting:

• Total years of professional experience.
• Number of employees or teams managed.
• Previous management responsibilities.
• Experience handling customer escalations.
• Experience in business operations and interdepartmental coordination.
• Current and expected salary.
• Notice period and availability to join.

• *Important:** This role is suitable for candidates with genuine management and operational experience. Candidates looking only for an office administration, receptionist, personal assistant or HR documentation role may not be suitable.

We are looking for a responsible manager who can independently take ownership of the day\-to\-day functioning of our organisation.

Job Type: Full\-time

Pay: ₹600,000\.00 \- ₹840,000\.00 per year

Benefits

• Cell phone reimbursement

Ability to commute/relocate

• Bodakdev, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

• What is your notice period, and when would you be able to join Dream Riders?
• What if your Current and Expected Salary ?

Experience

• total work: 5 years (Required)

Work Location: In person