Senior Manager / Associate Director / Director – Operations
- Bangalore
- Operations
- Full-time
About the role
Key Responsibilities
1. Business & P&L Ownership
• Own and manage the overall P&L across assigned centres, clusters, or regions.
• Drive occupancy, revenue, profitability, and EBITDA targets.
• Monitor portfolio performance and implement strategies to improve business outcomes.
• Review revenue performance, pricing strategy, seat utilization, and profitability metrics.
• Ensure achievement of collection targets and cash flow objectives.
• Drive ancillary revenue streams including meeting rooms, event spaces, managed services, and value-added offerings.
2. Revenue Growth & Commercial Excellence
• Partner with Sales and Business Development teams to drive occupancy and closures.
• Develop strategies for renewals, upselling, cross-selling, and account expansion.
• Monitor pipeline health and conversion metrics across centres.
• Drive revenue forecasting, demand planning, and inventory optimization.
• Identify new business opportunities and market expansion initiatives.
3. Multi-Centre Operations Leadership
• Oversee operational performance across multiple centres and cities.
• Ensure consistent execution of SOPs, compliance standards, and service benchmarks.
• Drive operational efficiency, scalability, and process improvements.
• Establish best practices across all locations to enhance service delivery.
• Ensure readiness for audits, compliance reviews, and business continuity requirements.
4. Client Experience & Enterprise Account Management
• Build relationships with key enterprise clients and strategic accounts.
• Own customer retention, NPS, and client satisfaction metrics.
• Lead escalation management for critical clients and business issues.
• Develop retention and engagement strategies to improve long-term customer loyalty.
• Drive community initiatives that strengthen brand experience and customer advocacy.
5. Strategic Portfolio & Expansion Management
• Support new centre launches, expansions, acquisitions, and business growth initiatives.
• Participate in feasibility assessments and operational readiness planning.
• Collaborate with Projects and Design teams on fit-outs and infrastructure development.
• Drive standardization across existing and new locations.
6. Team Leadership & Organizational Development
• Lead Regional Managers, Cluster Managers, Centre Managers, and support teams.
• Build a high-performance culture focused on accountability and ownership.
• Drive succession planning, capability building, and leadership development.
• Establish KRAs, performance reviews, and talent development frameworks.
• Ensure strong employee engagement and retention within operations teams.
7. Financial Governance & Cost Optimization
• Drive cost optimization initiatives while maintaining service quality.
• Review operating expenses, vendor contracts, and procurement effectiveness.
• Monitor profitability by centre and implement corrective actions where required.
• Ensure strong governance around budgeting, forecasting, and financial controls.
8. Stakeholder & Leadership Management
• Partner closely with Sales, Marketing, Finance, HR, Technology, and Projects teams.
• Present business reviews, revenue performance, and operational dashboards to leadership.
• Drive strategic initiatives aligned with organizational growth objectives.
• Act as a key member of the leadership team in shaping business decisions.
Requirements
- Preferred Candidate Profile
- 10–15+ years of experience in coworking, managed offices, hospitality, commercial real estate, or multi-unit operations.
- Proven experience managing large portfolios, multiple centres, or regional operations.
- Strong P&L ownership and revenue management experience.
- Demonstrated success in driving occupancy, profitability, customer retention, and business growth.
- Experience leading large cross-functional teams and managing senior stakeholders.
- MBA preferred.
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