Head- Operations & Sales

Head – Sales & OperationsLocation: Bangalore

Work Mode: Full-time, Office-based with field involvement

Department: Sales & Operations

Experience: 5+ years in Sales, Operations, Customer Success, Staffing, or a related service business

About EzyHelpersEzyHelpers helps families find reliable and verified domestic helpers and caregivers across Bangalore. We work closely with families and professionals to make the entire journey—from requirement to placement and ongoing support—smooth, reliable, and transparent.

We are looking for a Head – Sales & Operations who can take end-to-end ownership of our customer journey, sales performance, operations, and service delivery.

This is a hands-on leadership role for someone who enjoys building teams, improving processes, solving customer problems, and driving business outcomes.

Key Responsibilities

• Sales & Business GrowthOwn the complete sales funnel from enquiry to conversion and collection.
• Set and drive monthly sales and revenue targets.
• Improve lead conversion, average revenue, collections, and profitability.
• Analyse sales performance and identify opportunities for growth.
• Coach the sales team on customer handling, follow-ups, negotiation, and closing.
• Customer Experience & Service Delivery Oversee the customer journey from initial enquiry through placement and ongoing service.
• Understand customer requirements and ensure expectations are clearly communicated.
• Monitor customer satisfaction and retention.
• Build strong relationships with key customers.
• Operations & Placement Lead coordination between Sales, Sourcing, Care Coordination, and other operational teams.
• Ensure suitable helpers are identified, matched, and placed within expected timelines.
• Track pending requirements, joining status, replacements, and service continuity.
• Identify operational gaps and implement practical solutions.
• Escalations & Issue Resolution Personally handle critical customer and helper escalations when required.
• Resolve conflicts fairly while protecting customer experience and business interests.
• Ensure timely replacements and resolution of service issues.
• Identify recurring problems and work on root-cause solutions.
• Team Leadership Lead, manage, and develop Sales & Operations teams.
• Set clear targets, KPIs, and performance expectations.
• Conduct regular performance reviews and provide coaching.
• Build a culture of ownership, accountability, responsiveness, and customer focus.
• Identify training and capability-building needs within the team.
• On-Ground Execution Visit customers and meet helpers when required.
• Support critical placements and customer situations personally.
• Be willing to step in and solve operational issues on the ground when necessary.
• Processes & Reporting Strengthen SOPs and ensure consistent process adherence.
• Maintain discipline in CRM updates, follow-ups, and case tracking.
• Monitor key business and operational metrics.
• Prepare regular performance reports for the founders.
• Work closely with the founders to identify and implement business improvements.
• What We’re Looking For5+ years of experience in sales, operations, customer success, staffing, hospitality, home services, or another people-intensive service business.
• Experience managing teams and owning business targets.
• Strong understanding of sales funnels, conversions, collections, and customer retention.
• Excellent communication and interpersonal skills.
• Fluency in English, Kannada, and Hindi is mandatory.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Comfortable handling difficult customer and employee/helper situations.
• Strong commercial understanding and decision-making ability.
• High ownership and the ability to work independently.
• Comfortable working in a fast-paced startup environment.
• Willingness to work from the Bangalore office and travel locally when required.
• Comfortable handling urgent escalations and providing occasional support beyond regular working hours when business situations require it.

Good to Have Experience

in any of the following will be an advantage:

• Staffing or recruitment
• Domestic help or home services
• Caregiving or healthcare services
• Hospitality
• Customer service operations
• Field operations
• Marketplace or service-based businesses

Key Performance Areas

Success in this role will be measured through:

• Revenue growth
• Sales conversion
• Collections
• Gross margin / profitability
• Customer retention
• Placement turnaround time
• Placement success rate
• Replacement rate
• Escalation resolution time
• Customer satisfaction
• Team productivity and performance
• Process and CRM compliance

Why Join EzyHelpers?

This is not a conventional management role. You will have the opportunity to work closely with the founders and directly influence how our Sales & Operations function grows.

We are looking for someone who can take ownership, make decisions, build teams, solve problems, and deliver measurable business results.

We strongly encourage women leaders with relevant experience to apply.

Compensation will be competitive and aligned with experience, leadership capability, and the scope of responsibility. The role will include performance-linked components based on mutually agreed business outcomes.