Benefits

Annual Bonus, Medical Insurance, Commission, Visa, Perks & Benefits As Per Labour Law

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Role objective

Own the day-to-day execution of DipDap’s people, customer operations and service delivery — while actively

improving customer conversion, retention and sales.

About the Role

We are looking for an Operations Manager to take ownership of the daily running of DipDap’s customer-facing and

operational teams. The role combines people management, customer operations, sales follow-up and

execution. You will work closely with the founder and ensure that issues are identified, followed up and resolved

without requiring constant supervision.

Key Responsibilities

1. People Management

• Manage and monitor CSEs, drivers, laundry/processing teams and other operational staff.
• Set daily priorities, monitor performance and ensure accountability across the team.
• Manage attendance, discipline, productivity, staff issues and performance problems.
• Conduct regular team meetings and follow up on agreed actions.
• Ensure every team member understands their responsibilities and targets.
• Coordinate staff training, onboarding and performance improvement when required.

1. New Lead & Customer Conversion

• Ensure all new customer leads are contacted promptly and followed up until conversion or closure.
• Track leads from enquiry to first order and identify reasons for non-conversion.
• Work with the CSE team to improve response times, follow-up discipline and conversion.
• Maintain clear daily visibility on leads, calls and resulting orders.

1. Existing Customer Retention & Sales

• Drive outbound calling to old, inactive and high-potential customers.
• Work directly with CSEs to ensure customer follow-ups happen consistently.
• Build and manage customer calling/follow-up lists based on customer history.
• Drive repeat orders, customer reactivation and relevant upselling.
• Test offers, scripts and customer communication approaches and measure results.

1. CSE Management

• Own the day-to-day workload and performance of the CSE team.
• Monitor customer response times, follow-ups, complaints and conversions.
• Ensure CSEs are not only responding to customers but actively driving orders.
• Create and improve practical customer service and sales SOPs.

Area What success looks like

People Strong attendance, accountability, productivity and discipline

New leads Fast follow-up and improved lead-to-order conversion

Existing customers Consistent reactivation and repeat-order generation

CSE performance Response time, follow-up completion and conversion

Operations Fewer avoidable delays, missed pickups/deliveries and recurring issues

Customer experience Complaints resolved quickly and recurring issues reduced

Sales Measurable incremental orders and revenue from follow-up activities

Reporting Accurate daily/weekly reporting with clear actions and ownership

1. Drivers, Laundry & Vendor Operations

• Manage driver performance, attendance, discipline and operational execution.
• Coordinate with laundry/processing teams to keep orders moving within agreed timelines.
• Monitor delays, missed pickups/deliveries, quality issues and rework.
• Manage external vendors and operational partners and ensure agreed service levels are maintained.
• Escalate and resolve operational problems before they become recurring customer issues.

1. AiSensy & Customer Communications

• Manage the day-to-day execution of AiSensy WhatsApp campaigns and customer communications.
• Maintain customer segments and follow-up lists.
• Coordinate promotional, reactivation and retention campaigns.
• Test different messages and offers and track the orders/revenue generated.
• Identify practical opportunities to improve customer frequency and average order value.

1. Sales & Continuous Improvement

• Continuously identify practical ways to generate more orders from the existing customer base.
• Identify gaps in the customer journey and propose improvements.
• Suggest and execute new sales initiatives, offers and processes.
• Measure outcomes and focus on initiatives that produce measurable incremental revenue.

1. Reporting & Founder Updates

• Provide clear daily and weekly reports covering operations, people, customers and sales.
• Highlight key issues, root causes, actions taken and items requiring management attention.
• Maintain accurate performance tracking and ensure agreed actions are closed on time.

Desired Candidate Profile

What We Are Looking For

• Strong ownership and follow-through.
• Good people-management and communication skills.
• Comfortable managing both operational teams and customer-facing teams.
• Commercial mindset with a focus on orders, retention and revenue.
• Highly organised and comfortable working with numbers, reports and performance targets.
• Comfortable using WhatsApp, Excel/Google Sheets and customer-management tools; experience with AiSensy is

an advantage.

• Able to identify problems independently and take action without waiting for the founder to provide every next step.

Employment Type