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