Deputy Manager - Process Design

A leading organization in the consumer protection / services space is looking for an experienced Product Service Manager Non-TV to own end-to-end service operations across Non-TV categories, with a strong focus on Cooling Products (Air Conditioners & Refrigerators).
This role is ideal for professionals who bring strong after-sales operations expertise, partner network management skills, and a sharp balance of cost optimization and customer experience.

Key Responsibilities
- Own service performance for Non-TV product categories, with deep focus on ACs & Refrigerators
- Drive improvement across key service KPIs including TAT, NPS, repeat repairs, severity, and escalations
- Appoint, develop, and manage service partners and technician networks across regions
- Design and execute network expansion strategies for emerging and high-growth markets
- Lead cost optimization initiatives covering spares, labor, productivity, and leakage control
- Act as a key stakeholder for CRM and process enhancements, ensuring SLA adherence and governance
- Travel extensively to work closely with Sales teams and Service Partners and support critical escalations

Ideal Candidate Profile
- 8-12 years of experience in Product Service / After-Sales Operations
- Mandatory hands-on experience managing AC & Refrigeration service operations
- Strong background in Consumer Durables / Appliances
- Proven experience in service partner management and network expansion
- Strong analytical mindset with ability to balance cost efficiency and customer satisfaction
- Comfortable working in fast-paced, execution-heavy environments