General Manager Operations

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 • 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. • 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. • 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. • 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 • 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. • 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. • 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. • 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. 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.