Assistant Vice President

The AVP – Operations will lead end-to-end operations across a cluster of city. This role is responsible for driving operational excellence, customer experience, revenue enablement, and people leadership across multiple centers at scale. The incumbent will act as a strategic partner to business, sales, and central teams, ensuring SOP adherence, cost optimization, and sustainable growth while strengthening the Awfis community and culture.

Key Responsibilities

1. Operational Excellence & Governance

• Own operations across multiple cities / large portfolios, ensuring 100% adherence to Awfis SOPs, policies, and compliance standards.
• Drive process standardization, audits, and continuous improvement initiatives to enhance efficiency and service quality.
• Ensure best-in-class standards for health, safety, hygiene, cleanliness, and security across all centers.
• Oversee pre-opening, stabilization, and steady-state operations of new centers as per defined guidelines.

2. Customer Experience & Retention

• Champion a customer-first mindset, ensuring consistently superior member experiences across all locations.
• Track and improve customer satisfaction metrics, reduce churn, and proactively address escalations.
• Partner with central CX and product teams to translate customer insights into operational enhancements.

3. People Leadership & Capability Building

• Lead, mentor, and develop Cluster Managers, Area Managers, and Community Leadership teams.
• Drive talent planning, hiring, onboarding, performance management, and succession planning.
• Build a high-performance culture focused on ownership, collaboration, and continuous learning.

4. Revenue Enablement & Cost Management

• Enable revenue growth by supporting alliances, partnerships, and upsell/cross-sell opportunities in collaboration with Sales and BD teams.
• Own regional P&L hygiene, including cost controls, vendor optimization, and productivity improvements.
• Monitor center-level and regional financial performance to ensure profitability and scalability.

5. Community Building & Brand Representation

• Strengthen the Awfis community by driving engagement initiatives, member events, and knowledge-sharing forums.
• Act as a senior brand ambassador for Awfis with enterprise clients, partners, and external stakeholders.
• Ensure consistent cultural adoption of Awfis values across all teams and centers.

6. Strategic Planning & Cross-Functional Collaboration

• Translate business strategy into operational execution at scale.
• Collaborate closely with Sales, Real Estate, Design, Projects, Finance, HR, and Central Operations teams.
• Provide data-driven insights and periodic reviews to leadership on operational performance, risks, and opportunities.

Team Onboarding & Readiness

• Structured induction into Awfis business model, SOPs, and operational playbooks.
• Planned exposure across all Operations sub-functions to build holistic understanding.
• Deep immersion into pre-opening, scale-up, and stabilization frameworks.

Ideal Candidate Profile

• Leadership: Senior operations leader with strong people, stakeholder, and change management capabilities.
• Customer Orientation: Proven track record of delivering exceptional customer experiences at scale.
• Business Acumen: Strong understanding of P&L, cost management, and revenue enablement.
• Execution Excellence: Deep belief in process discipline, governance, and operational rigor.
• Communication: Excellent verbal, written, and presentation skills.
• Growth Mindset: Curious, adaptive, and driven to continuously upgrade skills and knowledge.

Eligibility Criteria

• Experience: 10–12+ years of overall experience, with at least 2 years of stability in one organization.
• Leadership Exposure: Prior experience as Account Manager / Key Account Manager with IPCs
• Revenue Scale: Managed annual revenue of INR 75+ million or equivalent portfolio size.
• Educa : MBA preferred.
• Skills: Strong proficiency in MS Office; ability to analyze data and present insights.
• Language: Proficiency in local language(s) preferred.
• Community Orientation: Prior involvement in community initiatives or engagement-led environments is a plus.