Job Title: Area Manager – ACKO Drive Service Centre

Location: Chennai

About Us

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Acker’s voice and ideas matter. We’re a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKO’s value proposition of ‘Welcome Change’ focuses on offerings that make insurance simple and hassle-free! With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims”! Anchored in a tech-centric philosophy, ACKO’s approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker’s idea matters, their voice is heard, and their growth is part of our mission.

About the Business & Role:

ACKO is building a seamless car ownership and management platform under the brand Acko Drive – covering everything from purchasing a new car to maintaining, repairing, and selling an existing one.

We are developing a world-class network of multi-brand service centres across the country, offering car owners best-in-class vehicle care through a franchisee-led model driven by highly standardized SOPs.

As an Area Manager, you will play a critical role in driving on-ground execution across service centres in your city. You will act as the bridge between franchise workshops and ACKO’s central teams, ensuring operational discipline, SOP adherence, and consistent delivery of high-quality customer experience. This is a hands-on role requiring strong problem-solving ability, ownership mindset, and the ability to manage day-to-day operations at scale.

Key Responsibilities:

1. Franchisee Operations Management

• Drive day-to-day operational coordination between franchise workshops and central teams (product, supply chain, CX, etc.)

• Ensure smooth execution of processes across all service centres in the area

• Identify and resolve operational bottlenecks to maintain high throughput and efficiency

2. Operational Discipline & SOP Adherence

• Ensure strict adherence to standardized SOPs across all workshops

• Conduct regular audits to evaluate process compliance, quality standards, and operational hygiene

• Implement corrective actions and continuously improve operational processes

3. Customer Experience Ownership

• Own end-to-end customer experience for the area, including NPS, TAT, and service quality

• Actively monitor customer feedback and drive initiatives to improve satisfaction

• Handle and resolve escalations and complaints in a timely and effective manner

4. Franchisee Coordination & Relationship Management

• Build strong working relationships with franchise partners and workshop teams

• Align franchisees with ACKO’s operational standards and business goals

• Act as the first point of contact for franchisees for day-to-day issue resolution

5. Problem Solving & Issue Resolution

• Proactively identify day-to-day operational challenges across centres

• Work cross-functionally with central teams to drive quick and effective solutions

• Ensure minimal disruption to operations and customer experience

6. Performance Monitoring & Reporting

• Track key operational and customer metrics for all service centres in the area

• Identify performance gaps and drive targeted interventions

• Provide regular updates and insights to central teams

What qualities are we looking for?

• Strong ownership mindset with a bias for action

• Problem-solving approach with attention to detail

• Ability to manage multiple stakeholders across on-ground and central teams

• High focus on customer experience and operational excellence

• Ability to thrive in a fast-paced, high-growth environment

Key Qualifications & Experience:

• 3–6 years of experience in operations, field roles, franchisee management, or similar roles

• Experience in automotive, service operations, or multi-unit operations is preferred

• Strong communication and stakeholder management skills

• Fluency in Tamil is a must. Better if the candidate can also speak Telugu.

• Bachelor’s degree required