Assistant Operations Manager

The Assistant Operations Manager is the connective layer between the customer-facing network (retail, stores, partners) and the backend (centralized processing unit, logistics, tech, accounts). The role exists because problems and opportunities routinely fall between these functions: an escalation that stores cannot close, a lead that nobody follows up on, and a garment issue that needs factory answers before a customer can be told anything. This is an ownership role, not a coordination role. The holder is accountable for closing the loop, not for forwarding it.

The core responsibilities for the job include the following:

Customer Lead Conversion:

• Own all inbound leads from the app, website, Google, walk-in enquiries, missed calls, and campaign responses from capture to first billed order.
• Ensure every lead is contacted within the defined response window, routed to the correct store or franchise territory, and logged with outcome.
• Convert inquiries into first orders through follow-up calls, pricing explanations, pickup scheduling, and membership or offer enrollment.
• Track conversion by source and by store, and report leakage leads lost, the reason, and where in the funnel.
• Feed back to marketing on lead quality and campaign performance with evidence, not impressions.

Customer Escalation Management:

• Own the escalation queue end-to-end from the point a store, franchisee, app, or corporate client raises it to written closure with the customer.
• Investigate root cause with the processing unit before responding: pull barcode and order history from the POS, confirm process stage, and obtain factory evidence (pickup photographs, tag records, and wash parameters).
• Publish a monthly root-cause analysis identifying repeat defects by store, van route, and factory process line, with corrective actions assigned and tracked to closure.
• Manage corporate and institutional client relationships on service quality, including scheduled reviews and corrective-action commitments.

Store and Retail Coordination:

• Act as the single operational point of contact for stores on issues they cannot resolve within their own SOP.
• Support Area Managers on service recovery, order tracking failures, delayed deliveries, and disputed billing.
• Monitor store-level service metrics, TAT breaches, rework rate, unbilled orders, and pending deliveries and drive correction with the responsible store.
• Ensure store teams are current on offers, upsell/crosssell and process updates, and verify adoption rather than assuming it.

Backend and Processing Unit Interface:

• Represent customer and store urgency to the processing unit, and represent factory constraints honestly back to the network.
• Coordinate with BO on priority orders, garment tracing, damage claims, and reprocessing.
• Coordinate with accounts on refunds, credit notes, and franchise billing disputes.

Reporting:

• Weekly: escalation status, lead conversion by source and store, open backend issues.
• Monthly: root-cause analysis, conversion trend, issue log, cost of service failure.
• All reporting to be evidence-based and traceable to POS or system data.