Qdigi | General Manager/AVP (Service Ops and Account Lead)

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.

·        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.

·        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