Qdigi | General Manager (Service Ops and Account Lead)

Job Purpose: You will be responsible for driving business growth by onboarding new brand partners and managing them end-to-end, while also further developing relationships with allocated existing brands/OEMs. The role includes overseeing service operations across a network of franchise partners as well as company-owned service centers and field teams handling Home Appliances (HA) and digital devices. The position requires ensuring high-quality repair services, SLA adherence, and operational efficiency across service locations PAN India, while building strong partnerships with existing brands and OEMs. Roles and Responsibilities: · Identify and develop new business opportunities with OEMs, retailers, and distribution partners for authorized service partnerships. · Build and manage strategic relationships with key brand clients. · Lead commercial discussions, contract negotiations, and onboarding of new service partnerships. · Drive revenue growth and profitability across service operations. · Oversee day-to-day operations of authorized service centers for assigned brands. · Managing service operations and ensuring KPI achievements for franchisee partners as well as company-owned service centers. · Ensure adherence to service KPIs, SLAs, TAT, and quality standards defined by brand partners. · Monitor productivity, service quality, and customer satisfaction metrics, and implement improvements. · Support planning and warehousing teams with adequate strategic inputs to manage inventory of spare parts and other infrastructure. · Establish standardized operating procedures and ensure compliance with OEM and internal audit requirements. · Track operational and financial performance, including cost control and margin improvement. · Build a high-performance culture with strong ownership, accountability, and customer focus. · Mentor and develop team members within operations and business teams. Desired candidate profile: · 10+ years of experience in after-sales service, repair operations, or service network management in consumer electronics, mobile, or home appliances industry. · Proven experience in business development and managing OEM relationships. · Strong understanding of authorized service center operations, SLAs, and warranty processes. · Demonstrated ability to scale operations and drive profitability. · Strong leadership, negotiation, and stakeholder management skills. · Demonstrated proficiency in Microsoft Office applications and specifically Microsoft Excel Experience: 10+ years Qualification: · Bachelor’s degree in management of relevant field · MBA preferred