Sr. Manager - Aftersales Operations

About the role

Every product that comes back to Noise tells us something. A battery that drains too fast, earbuds that won't pair, a strap that cracked in week two. Each return is a customer waiting on us, and a signal about what we should build better next time.

We're looking for the person who owns that entire loop. It starts when a unit lands on our repair floor and ends when a QC-cleared replacement reaches the customer's door, with the lessons flowing back to our Product and NPD teams. You'll run Repair, Replacement, QC, Testing, Inventory and Dispatch across Audio, Wearables and every new category we launch, at the scale of 40M+ users and at Noise speed.

This is a hands-on ownership role. We don't want someone to manage the process. We want someone who obsesses over it.

1. Own the Repair & Replacement Lifecycle, End to End

• Run the full loop: receiving, serial validation, QC inspection, functional testing, repair assessment, disposition, dispatch and system closure.
• Build SOPs and controls that eliminate leakage, wrong replacements and incorrect dispositions.
• Classify every returned unit correctly as Repairable, Replaceable, NTF, Physical/Liquid Damage, Manufacturing Defect, Refurbishable, Restockable or Scrap, and close each one in the system.

2. Build QC That Nothing Slips Past

• Define category-wise testing protocols for TWS, headphones, neckbands, speakers, smartwatches, bands, power banks and new NPD categories.
• Test what matters to the customer: battery, charging, Bluetooth pairing, audio, mic, touch, sensors, display, app sync, physical condition and accessories.
• Make sure no QC-failed unit ever enters saleable or replacement inventory.
• Update protocols as new complaint and defect patterns emerge.

3. Make TAT a Discipline

• Set stage-wise SLAs from receiving through dispatch, and run daily dispatch plans prioritised by ageing and customer commitment.
• Maintain live ageing dashboards, escalate breaches immediately, fix root causes, and build a culture of zero avoidable ageing.

4. Run Inventory at Serial-Number Precision

• Partner with Warehouse and Inventory to reach 100% physical-vs-system accuracy across fresh, replacement, returned, repairable, refurbished, QC-hold, defective and scrap stock.
• Manage spares and inventory through OMS. Nothing ships without system and QC clearance.

5. Turn Returns into Product Intelligence

• Build RCA dashboards covering top complaint reasons, defective SKUs, category failure rates, NTF %, repeat failures, QC rejection and return rate.
• Take those insights to Product, Quality, Engineering and NPD, and track corrective actions to closure.
• Cut unnecessary repairs and replacements through sharper diagnosis, and grow recovery through refurbishment and restocking.

6. Be CX's Most Reliable Partner

• Give Customer Experience real-time visibility into repair, replacement, QC and dispatch status, so every promise made to a customer can actually be kept.
• Own critical escalations through a clear escalation matrix. These include delays, wrong dispatches, QC disputes, repeat failures and partner disputes.

7. Build the Team and the System

• Lead QC Engineers, QC Specialists, Inventory Associates and Operations Associates. Hire, train, certify, and plan capacity for peaks and launches.
• Replace manual trackers with automation, working with Tech on RMS/OMS to cover receiving, serial validation, TAT and ageing alerts, and reporting.
• Bring down cost per return, repair and replacement, and track every rupee saved.
• Bring leadership insight, risks and recommended actions, not just numbers.

• You have 10–12+ years in Aftersales, Repair Operations, RMA, QC, Returns or Reverse Logistics, ideally in Audio, Wearables, Mobile Accessories or Consumer Electronics.
• You've run an in-house repair and QC operation hands-on, not only managed a network of authorised service centres.
• You could write a testing checklist for a pair of TWS earbuds from scratch, and explain why each test is on it.
• You think in serial numbers and SKUs, and you've worked with RMS, WMS or OMS platforms.
• You build your own dashboards and MIS in Excel or Google Sheets, and you use them to make decisions.
• You lead teams well and hold your own in a room with CX, Warehouse, Logistics, Product, Quality and Tech.
• You stay calm and structured when volumes spike.