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City Operations Manager

City Operations Manager

Supertails

3 - 5 years

5 - 9 Lacs

bengaluru bengaluru

Posted:1 day ago| Platform:

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Skills Required

operations management team management customer service operational efficiency unit operations service industry process optimization retail performance measurement service delivery performance management inventory management customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Supertails is a first-of-its-kind platform that supports the ever-increasing pet parent community by providing trustworthy veterinary care, training services, and a one-stop solution for pet food and supplies

Supertails is revolutionizing pet care with a comprehensive ecosystem designed to meet every pet parents needs
From online vet consultations with our team of highly experienced in-house veterinarians to nationwide doorstep delivery of an extensive assortment of pet supplies sourced from India and across the globe, we ensure unparalleled convenience and care

As part of our next growth phase, Supertails is expanding into veterinary clinics and grooming centers
This initiative directly addresses one of the largest challenges faced by pet parentsaccess to reliable, high-quality healthcare and grooming services for their furry companions

At Supertails, were not just delivering products; were building trust, relationships, and a healthier, happier life for pets and their parents

What you will do:
The City Operations Manager will oversee the end-to-end operations of Supertails pet healthcare centers, which include clinics, at-home services, grooming, and retailYou will be responsible for ensuring smooth day-to-day functioning, optimizing processes, and delivering an exceptional experience for pet parents while maintaining operational efficiency and financial performance

Key Responsibilities:
Multi-Vertical Operations Management:Oversee the seamless functioning of clinics, grooming, and retail across locationsEnsure smooth coordination between clinical, non-clinical, and retail teamsEstablish KPIs to monitor the overall performance and efficiencyProcess Optimization & Operational EfficiencyImplement and ensure adherence to SOPs across healthcare, retail, and groomingIdentify bottlenecks in appointment scheduling, service delivery, and inventory managementDrive automation and system improvements to enhance operational efficiencyContinuously refine workflows to reduce wait times, optimize appointment scheduling, and enhance overall customer experienceTeam Leadership & Performance ManagementManage center managers, PRMs (front desk), retail staff, groomers, and handlersEnsure teams are trained on processes, customer service, and operational best practicesDrive a culture of accountability, performance measurement, and continuous improvementFinancial & Business PerformanceOwn P&L responsibility for all service lines in the city (clinics, at-home, grooming, retail)Monitor and control costs, revenue, and profitability metricsIdentify opportunities for cross-selling and upselling services & productsCustomer Experience & ComplianceMaintain high standards of pet care, hygiene, and service deliveryEnsure seamless customer journeys across booking, service fulfillment, and post-service engagementConduct regular audits to ensure compliance with industry standards & accreditation requirementsExpansion & Growth:Support the launch of new centers and optimize existing locations for growthWork with marketing & business teams to drive footfall, bookings, and repeat visitsIdentify potential local partnerships and community engagement opportunitiesWhat we offer:Fast track your entrepreneurial journey with exposure to every facet of the business, led by a stellar team

A key leadership role in a high-growth, 0 to 1 journey of the new business vertical
OwnershipIndividually lead important charters with high-impact potentialNetwork accessAccess to experienced founders, colleagues & world-class investorsEmployee-first cultureEmployees are above everything else

Work in a pet-friendly, mission-driven organization
RequirementsPet parent (not owner)5-8 years in multi-unit operations management (healthcare, or service industries)Proven experience in P&L ownership, team management, and process optimizationStrong understanding of customer service, operational efficiency, and processStrong process-oriented mindset with a focus on efficiency and automationAbility to analyze operational data and drive data-backed decisionsExcellent leadership and problem-solving skillsLocationBangaloreShow more Show less

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City Operations Manager